GEB Chapter 6, chapter 8, chapter 7, chapter 5

The following conditions for a buffer for a bad-news message are true except: a. A buffer should not imply either negative or positive news. b. A buffer should be off the topic to avoid direct confrontation. c. A buffer should establish compatibility between reader and writer. d. A buffer should motivate the recipient to continue reading. e. A buffer should avoid trying the reader's patience.

a buffer should be off the topic to avoid direct confrontation

Which of the following people has the least credibility for business communication? a. a business communication student b. Scot Ober, the author of your business communication textbook c. a professor who has taught business communication for 20 years d. the president of the Association for Business Communication e. a business communication consultant

a business communication student

A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter. a. an adjustment b. a complaint c. a routine request d. a claim e. an emotionally charged

a claim

Which of the following is not one of the three sections of a claim letter? a. an opening that states the problem b. a specific, concrete explanation c. a clear explanation of your frustrations d. a statement indicating what type of adjustment is expected e. none of these

a clear explanation of your frustrations

Which situation does not normally involve a routine request? a. A student needs to obtain general product information for a research paper. b. A consumer sees an advertisement in a magazine and wants to know more about the product. c. A manager needs her assistant to prepare a document for new interns. d. A college student organization wants free soda to give away to students who stop by its fund-raising booth. e. A sales representative needs to be reimbursed for his weekly travel expenses.

a college student organization wants free soda to give away to students who stop by its fund-raising booth

You should provide all of the following background information for a claim letter except a. the relevant dates. b. the model numbers. c. the prices or amounts. d. photocopies of canceled checks or correspondence. e. a friend's testimony verifying the problem.

a friend's testimony verifying the problem

Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for a. a routine favor and use the direct organizational plan. b. a significant favor and use the indirect organizational plan. c. a claim and use the indirect organizational plan. d. an idea and use the direct organizational plan. e. an adjustment request and use the direct organizational plan.

a routine favor and use the direct organizational plan

Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for a. a routine favor and use the direct organizational plan. b. a significant favor and use the indirect organizational plan. c. a claim and use the direct organizational plan. d. an idea and use the direct organizational plan. e. an adjustment and use the indirect organizational plan.

a significant favor and use the indirect organizational plan

Which of the following messages is not considered routine? a. a consumer complaining about a defective product b. a manager notifying employees of a policy change c. top management officials announcing a decision to close a factory d. an individual requesting a credit account with a department store e. a government agency responding to a request for a brochure

a top management officials announcing a decision to close a factory

What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved? a. adjustment b. claim c. complaint d. routine request e. goodwill

adjustment

Resale in a claim refusal may be appropriate in which of the following situations? a. to restate some of the benefits that led the reader to purchase the product in the first place b. if you want the reader to continue to be a customer c. if the resale doesn't sound so strong it might annoy an already unhappy customer d. to rebuild the customer's confidence in the product e. all of these

all of these

Your specific goal for a persuasive message determines your a. wording. b. format. c. strategy. d. proposal. e. all of these

all of these

Of the following, the least effective way to end a bad-news message is to offer a. best wishes. b. a counterproposal. c. subtle sales promotion. d. an apology. e. alternative sources of assistance.

an apology

An adjustment letter should not end with a. subtle resale language. b. appreciation for the reader's interest in your company or product. c. a statement about how the customer will be satisfied with your improved service. d. a statement about looking forward to future business with customer. e. an apology for the problem that prompted the claim letter.

an apology for the problem that prompted the claim letter

A routine reply is a. sent in reply to a routine persuasive sales letter. b. used when a routine request is being denied. c. more effective when it follows the indirect organizational plan. d. less effective when it follows the direct organizational plan. e. an appropriate response when the request will be granted.

an appropriate response when the request will be granted

What is the most important guideline to follow when preparing a routine reply? a. Use the indirect organizational plan. b. Make it clear to the reader that you are doing the person a huge favor. c. Answer the request promptly. d. Avoid promotional material when responding to a request for product information. e. Do not answer a question if you do not know the answer.

answer the request promptly

You should use the direct organizational plan when you a. are not able to grant a customer's request. b. expect resistance and must persuade someone to do what you ask. c. must describe situations that are delicate or confidential. d. are explaining an important decision that will adversely affect the reader. e. are conveying routine information in which the reader is interested.

are conveying routine information which the reader is interested

Which is not true about writing claim letters? a. Assume a courteous tone. b. Provide needed details. c. Be emotional to inspire action. d. Tell what type of adjustment you expect. e. Mention something positive about the product.

be emotional to inspire action

When writing a routine claim letter, a. use emotional language to fully express yourself. b. address the letter to the company president. c. use sarcasm to show that you are angry with the company. d. postpone writing the letter as long as possible. e. be specific when describing the problem

be specific when describing the problem

Which of the following is the most effective closing statement in a request letter? a. Thank you in advance for answering my questions about your training workshops. b. Because the convention budget needs to be finalized, I would appreciate receiving the information about your convention facilities by September 3. c. Please send me information about your new product line. d. I trust that, if you want me to order merchandise from your company, you will respond by June 30. e. I am in the process of planning a wedding reception and need some assistance.

because the convention budget needs to be finalized, i would appreciate receiving the information about your convention facilities by september 3

A request is not routine if you a. believe that the reader will object to granting your request. b. anticipate no resistance from the reader responding to your request. c. think the reader will appreciate the opportunity to comply with your request. d. are making a simple request without persuasion. e. put a direct question or polite request in the first sentence or two.

believe that the reader will object to granting your request

Which of the following would not make a good buffer? a. compliment b. general principle c. understanding d. agreement e. cliché

cliche

All the following are true when you must reject a person's idea or proposal except: a. Consider the energy and care with which the person generated the document. b. Consider that the reader assumes the proposed idea is worthy. c. Consider that the reader is unsure of the response. d. Consider that the reader may personalize the negative response. e. Consider that the individual probably did considerable research.

consider that the reader is unsure of the response

Which of the following is not a characteristic of an effective buffer for a bad-news message? a. relevant b. supportive c. neutral d. short e. controversial

controversial

A persuasive message is most effective when you a. provide convincing reasons to your reader. b. define your purpose carefully. c. adapt your message and style to the specific reader. d. anticipate the reader's objections and counteract them. e. do all of these

do all of these

The final paragraph of a routine request should a. sound friendly and positive. b. show appreciation for the assistance to be provided. c. not take the reader's cooperation for granted. d. state and justify when the information or action is needed. e. do all of these.

do all of these

All of the following about refusing a claim are correct except: a. Use the indirect approach. b. Convey respect and consideration for the writer with the correct tone. c. Do not accuse or lecture the reader. d. Do not imply your company holds any responsibility. e. Discuss the explanation in impersonal language.

do not imply your company holds any responsibility

An effective opening statement in a persuasive request a. is relevant to the purpose of your message. b. is short, often just one sentence. c. must be interesting. d. catches and maintains the reader's attention. e. does all of these.

does all of these

You can subordinate bad news by a. placing it in the middle of a paragraph. b. including it in the same sentence with a reason. c. stating it in positive language. d. stressing what you can do instead of what you can't do. e. doing all of these.

doing all of these things

To increase the effectiveness of your persuasive message, a. state bluntly the negative consequences of not doing as you ask. b. show how you will benefit from the reader's compliance. c. emphasize the reader rather than the product you're promoting. d. avoid discussing indirect benefits of reader's participation. e. provide ambiguous information so the reader will be curious.

emphasize the reader rather than the product you're promoting

To increase the probability that your routine request will be granted, a. list as many in-depth questions as possible. b. explain how the reader will benefit by doing what you ask. c. include flattering statements to retain the interest of your reader. d. persuade the reader that a timely response is critical. e. mention the name of a reference before or after making the request.

explain how the reader will benefit by doing what you ask

One way to justify your decision in a bad-news message is to a. show how your company benefits. b. state how refusing the idea will benefit the reader. c. cite confidentiality. d. explain that a third party will benefit. e. focus on the negative news rather than the reasons.

explain that a third party will benefit

Your credibility with the reader of a persuasive message will not be enhanced by a. explaining how you, as the writer, will benefit. b. discussing your knowledge as an authority on the topic. c. mentioning that you hold a position in which you deal with the topic quite often. d. providing factual evidence and statistics that the reader can verify. e. discussing your prior experience with the topic.

explaining how you, as the writer, will benefit

The _____ should take up the bulk of a bad-news message. a. buffer b. explanation c. negative news d. closing e. apology

explanation

A routine adjustment letter should be organized in this order: a. (1) apology, (2) good news, (3) explanation, (4) courteous closing. b. (1) explanation, (2) apology, if necessary, (3) good news, (4) courteous closing. c. (1) explanation, (2) good news, (3) apology in the closing. d. (1) good news, (2) apology, if necessary, (3) explanation, (4) courteous closing. e. (1) good news, (2) apology, (3) explanation, (4) apology reiterated in the closing

good news, apology, if necessary, explanation, courteous closing

The following are true about adjustment letters except a. adopt a gracious, confident tone. b. grant the claim immediately after the explanation. c. avoid using negative language. d. respond promptly. e. explain what went wrong.

grant the claim immediately after the explanation

When using the indirect organizational plan, you can communicate the bad news by doing all of the following except a. placing it in the middle of a paragraph. b. including it in the same sentence with a reason. c. introducing it after the words but and however. d. stressing what you can do instead of what you can't do. e. using impersonal wording to distance the reader from the news.

introducing it after the words but and however

One strategy you should not use when refusing a customer's claim is to a. include a neutral-sounding subject line. b. write a pleasant, relevant opening. c. invite further correspondence. d. couch the bad news in impersonal language. e. write a helpful, positive closing.

invite further correspondence

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected? a. I hope you realize that no project such as the one you propose has ever been approved. b. Your proposal will not be considered until you submit an accounting of all costs. c. It is impossible to move ahead with your idea at this time because we lack the proper machinery. d. I'm sincerely sorry, but we cannot give you the resources you need for this new project. e. Once our budget allows for equipment upgrades, we will be to handle this type of project.

it is impossible to move ahead with your idea at this time because we lack the proper machinery

When writing a persuasive message, you must determine the reader's a. IQ level and attitude toward the topic. b. knowledge and attitude about the topic. c. emotional state and personality. d. state of mind and knowledge of the subject matter. e. hierarchy of needs.

knowledge and attitude about the topic

The subject line of a persuasive request promoting an idea should a. be specific and informative. b. clearly announce the purpose of the message. c. contain a rhetorical question. d. motivate reader action. e. lead up to the message's purpose gradually.

lead up to the messages purpose gradually

The purpose of a buffer is to a. imply the negative news instead of stating it explicitly. b. confuse the reader about the negative news. c. justify your decision for the bad news. d. lessen the effect of negative news. e. state the obvious to pave the way for the bad news.

lessen the effect of negative news

Additional explanation or details about your initial request are necessary to a. let the reader know exactly how the information will be used. b. add strong persuasion to comply with your request. c. become a good friend of the reader. d. avoid having a letter that is too short. e. stress how you will benefit if the reader complies with your request.

let the reader know exactly how the information will be used

The direct organizational plan a. provides reasons before the primary idea. b. is often used for persuasive and bad-news messages. c. lets the reader quickly see the purpose of the message. d. includes a paragraph introducing yourself. e. is rarely used for routine messages.

lets the reader quickly see the purpose of the message

Which of the following is a purpose of a bad-news message? a. apologizing for inconvenience b. maintaining the reader's goodwill c. requesting that the reader not correspond with you again d. specifying who you are and your importance to the company e. all of these

maintaining the reader's goodwill

If you include sales promotion in a routine reply, you should a. provide a great deal of detail for persuasive purposes. b. put it in the first paragraph. c. make it brief as well as subtle. d. put it at the end of the friendly closing. e. persuade the reader of its benefits.

make it brief as well as subtle

One reason to avoid refusing a claim in the first paragraph is that you a. lack the spirit of reciprocity. b. may lose the reader's goodwill. c. leave a strong buffer to justify your decision d. should use the direct organizational plan. e. want to clarify your rationale immediately.

may lose the reader's goodwill

One general guideline for writing a message saying that you are not granting a routine favor is to a. use the indirect organizational plan. b. assume that the reader expects a negative response. c. provide a lengthy list of reasons. d. avoid offering any justification. e. mention your refusal in the first paragraph.

mention your refusal in the first paragraph

Which of the following statements about resale in an adjustment letter is not true? a. Realize the reader's faith in your product has been shaken. b. Resale is information that reestablishes the customer's confidence. c. Resale should be subtle. d. Promise the problem will never happen again. e. none of these

none of these

When conveying negative news, you should a. use but or however as a lead-in to introduce the bad news. b. not apologize for conveying the bad news. c. never imply the negative news. d. use you and your to make the letter seem friendly. e. be evasive to avoid hurting the reader's feelings.

not apologize for conveying the bad news

In explaining the reasons for a claim refusal, the writer should a. lecture the reader as to what he or she did wrong. b. use personal language, such as you and your. c. demand respect from the reader. d. not appear to accept responsibility for the problem. e. avoid explaining why the claim is being denied.

not appear to accept the responsibility for the problem

Promptness in responding to a routine request is important because a. it is the courteous thing to do. b. it ensures good public relations. c. it makes the customer feel he or she is valued. d. it ensures the time you spend replying to the request is not wasted. e. of all of these reasons.

of all of these reasons

When refusing a request for a significant favor, you should a. use the direct organizational approach. b. write a routine response. c. offer a buffer before saying no. d. emphasize the negative news. e. write in the spirit of reciprocity.

offer a buffer before saying no

If your reader is predisposed against the idea you are promoting, you should do all of the following except a. provide sufficient objective, verifiable evidence about the topic. b. offer more supporting reasons than if the reader's attitude was neutral. c. use the direct organizational plan to show how the topic is relevant to the reader. d. analyze the reader's resistance so you can write a counter-argument. e. use the "you" attitude to tailor the letter based on audience analysis.

offer more supporting reasons than if the reader's attitude was neutral

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea? a. Unfortunately, we are unable to use your project idea as submitted. b. The company is cutting costs by postponing any new projects until next year. c. Our company is unable to move ahead on new projects at this time. d. According to company policy, no new projects may be initiated. e. Thank you for your interesting idea, which is impossible to implement at this time.

our company is unable to move ahead on new projects at this time

The essence of persuasion is a. overcoming initial resistance. b. tailoring your message to your audience. c. convincing your readers that your point of view is the most appropriate one. d. selling your product. e. all of these

overcoming initial resistance

Which of the following is the most effective way to refer to an enclosure? a. Enclosed is a booklet for your reference. b. I am enclosing a brochure of our services. c. Please find the enclosed pamphlet. d. More information is provided in the enclosed booklet. e. Page 3 of the enclosed booklet lists special vacations in Florida

page 3 of the enclosed booklet lists special vacations in florida

To achieve the goals of a bad-news message, you should a. use general language to cushion the negative news. b. persuade the reader that the decision is reasonable. c. apologize for having to make the decision. d. indicate the personal reasons for the decision. e. choose the direct plan based on the "you" attitude.

persuade the reader that the decision is reasonable

If you want to offer a compromise rather than reject a customer's claim, you should a. place it before or make it a part of the closing. b. position the counteroffer in the first paragraph. c. buffer the compromise within the middle paragraph. d. mention the compromise before giving the bad news. e. use a complex or compound sentence.

place it before or make it a part of the closing

Which of the following would be the least appropriate closing for an adjustment letter? a. Take advantage of our winter sale and save up to 20 percent on selected living room furniture. b. Please stop by our showroom and let one of our professional designers help you choose a lamp to complement your sofa. c. I am truly sorry for any inconvenience our product may have caused you. d. You can be confident, Ms. Short, that your new recliner has a stronger, longer-lasting fabric than the original chair. e. With the proper care, your recliner will provide you with many years of comfort.

please stop by our showroom and let one of our professional designers help you choose a lamp to complement your sofa

A message is more persuasive if you a. use high-pressure sales tactics on your reader. b. promote a product's features by satisfying the reader's needs. c. discuss only the physical attributes of the product you're promoting. d. exaggerate the product's capabilities. e. cluster your diverse audience into a single category.

promote a products features by satisfying the readers needs

When granting a request is simply not in your company's best interests, a. explain how the reasons benefit the writer. b. show how a third party will benefit. c. make up a reader benefit if necessary. d. provide a short explanation and let it go at that. e. refer to company policy to show that your hands are tied.

provide a short explanation and let it go at that

A key factor in offering a counterproposal is to a. provide all the information the reader needs to follow through. b. make it subtle. c. make it brief. d. offer cash incentives. e. combine it with reinforcement of the action in the letter.

provide all the information the reader needs to follow through

Content and organization of a bad news message is affected by all of these except the a. reader's needs. b. reader's expectations. c. reader's personality. d. reader's ability to put himself in the writer's place. e. writer's relationship with the reader.

reader's ability to put himself in the writer's place

If you wait to respond to a routine request that you are granting, you a. may lose the goodwill of the person making the request. b. save the reader time. c. put the reader in a positive frame of mind. d. show professional courtesy and increase the reader's interest. e. reduce the opportunity for complying with the request.

reduce the opportunity for complying with the request

One of the objectives of a bad-news message is to a. say no or convey other bad news. b. apologize to the customer. c. be sure the customer accepts responsibility when it is his or her own fault. d. discourage further correspondence. e. provide as much detail as possible concerning the reasons for the bad news.

say no or convey other bad news

You can make your claim letter sound more reasonable by a. using sales promotion to retain the reader's goodwill. b. pointing to appropriate reader benefits. c. saying something positive about the company, if it is true. d. setting a specific deadline for the company to respond. e. using pathos and ethos rather than logos.

saying something positive about the company, if it is true

Which of the following is not considered a persuasive message? a. convincing a potential customer to buy a product from your company b. sending a fourth collection letter to a customer c. writing another claim letter when the first one was denied d. asking a company to replace a defective product within the warranty period e. asking a supervisor to approve a risky project you proposed

sending a fourth collection letter to a customer

Which of the following is not true about adjustment letters? a. A customer is upset so the tone should be gracious. b. A customer who is happy with an adjustment is unlikely to damage the company's reputation. c. Showing a grudging tone lets the customer know he or she really didn't get away with anything. d. An adjustment letter informs the reader of action being taken in response to the customer's claim. e. The response should be as prompt as possible.

showing a grudge tone lets the customer know he or she really dint get away with anything

All of the following are problems to avoid when ending a bad-news message except a. apologizing. b. anticipating problems. c. inviting needless communication. d. sounding sincere, friendly, and helpful. e. repeating a cliché

sounding sincere, friendly, and helpful

When you use the direct plan for a bad-news message, you should a. save any mention of the justification for the closing paragraph. b. include a sincere apology in the first paragraph. c. emphasize the reasons before presenting the negative news. d. state the information in language as positive as possible. e. avoid a friendly closing so you won't seem insincere.

state the information in language as positive as possible

If you were writing a persuasive claim letter requesting credit on your next cell phone bill because you could not make or receive calls for two days in September, an effective subject line would be a. Subject: September bill b. Subject: terrible cell phone service c. Subject: second claim for no service d. Subject: adjustment for inferior service e. Subject: demand for credit

subject: adjustment for inferior service

The indirect approach should be used in bad-news situations when writing to all of the following people except a. supervisors. b. subordinates. c. readers who prefer the indirect approach. d. readers you don't know. e. customers.

supervisors

Sales promotion appeals should do all of the following except a. emphasize quality for the price. b. take an appropriate amount of space. c. avoid exaggeration. d. be subtle. e. refer to informational enclosures.

take an appropriate amount of space

When sending a routine message, you should not a. telephone with details. b. write a detailed letter. c. write a detailed e-mail message. d. write a detailed report. e. write a detailed memorandum.

telephone with details

Which sentence is the most acceptable for a claim letter? a. I am disgusted at the way your dry-cleaning service cheated me out of $5.35 yesterday. b. I delivered my clothes to the Spiffy laundry by noon. Although your store charged me the extra $5.35 for the same-day pickup, you failed to have my clothes ready until the next evening. c. The film I left at 9 a.m. on March 10 was not ready in one hour, as promised by Fast Film. d. You should be ashamed of your deceptive advertising for computerized help programs. e. What type of company is yours to charge an outrageous late fee for returning videos two hours after the deadline?

the film I left at 9 a.m. on march 10 was not ready in our hour, as promised by Fast Film

What is an advantage of the direct organizational approach? a. Reasons are provided up front to prepare the reader for negative news. b. The major news receives the most attention. c. The message is typically shorter. d. An action-ending paragraph can be omitted. e. Topic sentences are minimized for conciseness.

the major news receives the most attention

Rejecting someone's idea or proposal can be extremely challenging because a. few form letters on which to model your letter exist. b. you may also have to fire the employee for coming up with the idea or proposal. c. the person probably has invested a considerable amount of time developing the idea. d. you do not want the reader submitting any more ideas or proposals. e. most employees have low self-esteem, which you want to delicately maintain.

the person probably has invested a considerable amount of time developing the idea

Use the direct organizational plan for persuasive messages when a. writing to subordinates within the organization. b. the audience is reluctant to comply with your request. c. major obstacles are anticipated. d. the proposal is long and complex. e. the reader prefers to read the rationale before reading the request.

the proposal is long and complex

When rejecting an idea because it is not in your company's best interests, a. the rationale should take up most of the message. b. use a direct plan and avoid any buffers. c. mention all reasons, both strong and weak. d. prevent unnecessary communication by giving no reason. e. refer to company policy as a rationale.

the rationale should take up most of the message

You should use the direct approach for a bad-news message if a. the reader is not likely to have an emotional response. b. the reader sent you a persuasive letter, not a routine letter. c. the reader is not expecting a negative response. d. the negative news involves a significant matter. e. you do not have a close relationship with the reader.

the reader is not likely to have an emotional response

You should use a gracious, trusting tone in a routine adjustment letter a. when writing to an internal reader rather than an external reader. b. to balance the negative language used to describe the claim. c. to avoid losing the customer's goodwill and confidence. d. when you have decided not to grant the reader's request. e. when you want to persuade the reader to do as you ask.

to avoid losing the customer's goodwill and confidence

Which of the following would be the most appropriate closing statement in a routine reply? a. If you have any further questions, please do not hesitate to call. b. To receive a complimentary copy of Software Magazine, call 555-2458. c. Thank you for your interest in our products. d. I hope this information is of use to you. e. To have the merchandise available for the holiday season, please respond by November 15.

to receive a complimentary copy of software magazine, call 555-2458

When you use the direct organizational plan in a message refusing a small favor, you should a. save the bad news for the final paragraph. b. present the bad news without any introduction. c. reciprocate to maintain the reader's future goodwill. d. use a polite buffer and explain your rationale in a few words. e. offer a brief, sincere apology in your first paragraph.

use a polite buffer and explain your rationale in a few words

Which of the following should not be a practice in discussing rationale in a bad-news message? a. Explanations should convince the reader that the decision is reasonable. b. Reasons should be presented convincingly and honestly. c. The receiver of third-party benefits should be discussed. d. Don't sound selfish. e. Use company policy to reinforce reasons.

use company policy in reinforce reasons

When writing an adjustment letter, what should you do to explain why a problem occurred? a. Point the blame at a particular individual in your company. b. Reassure the reader that "mistakes will happen." c. Minimize the amount of resale in your letter. d. Use impersonal, tactful language if the reader caused the problem. e. Promise that the problem will never happen again.

use impersonal, tactful language if the reader caused the problem

When asking several specific questions in a direct request letter, do not a. number each question. b. cover only one topic in each question. c. arrange the questions in a logical order. d. use the indirect organizational plan. e. word questions clearly and objectively.

use the indirect organizational plan

Which of the following is not appropriate when preparing a routine reply? a. Use the indirect organizational plan. b. Put the "good news" in your first paragraph. c. Respond to the request promptly. d. Include answers to both implied and stated questions. e. Answer questions even if readers do not want to hope for that response.

use the indirect organizational plan

Which of the following is not an effective attention-getter for a persuasive message? a. using a polite request b. asking a rhetorical question c. stating an unusual fact d. making a statement that you and the reader will agree on e. writing an unexpected statement

using a polite request

Which of the following is the most effective buffer? a. Your store anniversary would be a great opportunity for our firm to promote its products. b. We appreciate your long-standing interest in our products. c. It is with deep regret that I must decline your offer to speak at this year's banquet. d. Please understand that providing "free" products to a charity is costly to any business. e. We have received your letter dated January 23.

we appreciate your long-standing interest in our products

Which of the following is the most appropriate opening sentence in a routine reply? a. Your letter dated February 10 has just arrived. b. Thank you for requesting information about the new ClearSpeak speaker phone. c. Although we normally do not comply with requests such as yours, we are making an exception this time. d. We are happy to provide the information you requested. e. You will be happy to know that we have received your letter.

we are happy to provide the information you requested

The direct organizational plan is used in all of the following circumstances except a. when bad news is an insignificant matter. b. when the reader prefers a direct approach. c. when giving bad news to subordinates. d. when the reader is not likely to be emotionally involved. e. when the reader is not liked to be seriously disappointed by the decision

when giving bad news to subordinates

Apologizing in an adjustment letter is appropriate a. when the customer unintentionally misused the product. b. when the customer has been severely inconvenienced. c. only when the claim involves a small amount of money. d. whenever the company falls short of the customer's expectations. e. if you want to retain the customer's goodwill.

when the customer has been severely inconvenienced

You should start a routine request a. by asking for an immediate response. b. with the request, which is the main idea. c. with a rhetorical question to attract reader attention. d. by explaining why you need the information you're requesting. e. with a sentence of appreciation for the reader's cooperation.

with the request, which is the main idea

Identify an example of a polite request. a. Would you please provide information about your new digital camera? b. You need to provide more information about your digital camera product line. c. When will you mail the requested information about the digital camera? d. Your digital camera may be what our desktop publishing department needs. e. Thank you for providing the information by March 15.

would you please provide information about your new digital camera

A suggestion for communicating with someone from another culture is to a. present your major idea first so as to be clear. b. write as your reader expects you to write. c. adapt to the reader's style. d. be very formal in all cases. e. include as much detail as you can.

write as you reader expects you to write

Use a direct organizational plan for all of the following situations except when a. writing to subordinates. b. the proposal is long or complex. c. no major obstacles must be overcome. d. writing to superiors in the organization. e. you know your audience prefers the direct approach.

writing to subordinates

Use an indirect organization plan for all of the following situations except when a. writing to subordinates. b. strong persuasion is required. c. the writer prefers reasons presented before the action. d. writing to superiors. e. your audience does not fully understand the purpose of the proposal.

writing to superiors

Which of the following is the most effective closing paragraph in a bad-news message? a. You can order replacement paper trays from Computer Graveyard by calling 555-3391. b. I'm truly sorry we can't replace your laser printer. c. If you encounter further problems, please call me. d. Feel free to call me if I can be of further assistance to you. e. Be sure to place another order next month.

you can order replacement paper trays from computer graveyard by calling 555-3391

Which of the following would the reader find most persuasive? a. The printer can produce 10 pages per minute. b. The printer produces quality printouts. c. The new laser printer costs only $900. d. You probably want to have a laser printer in your own office. e. Your printouts will look like they've been published professionally with the new laser printer.

your printouts will look like they've been published professionally with the new laser printer