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

85. A routine adjustment letter should be organized in this order: (pg. 145) 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.

(1) good news, (2) apology, if necessary, (3) explanation, (4) courteous closing.

52. Which situation does not normally involve a routine request? (pg. 133) 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.

74. Which of the following situations would not be classified as an attempt to sell an idea? (Page 165) a. An automobile manufacturer writes a letter persuading its retailers to carry more vehicles with sunroofs. b. A construction company tries to persuade its workers to follow a new safety rule. c. A student writes letters to homeowners to convince them to vote for a new recycling bill. d. An employee recommends a flextime schedule so that employees can have some input about when to report to work. e. A customer requests reimbursement for a defective product.

A customer requests reimbursement for a defective product.

65. What is the most important guideline to follow when preparing a routine reply? (pg. 136) 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.

84. Which of the following is the least effective opening statement for an unsolicited sales letter? (Page 170) a. Last month, one million business travelers enjoyed the friendly, on-time service of Alpha Beta Airlines. (promoting new services for corporate customers) b. If you and your family drink one gallon of water a day, you may be consuming too many minerals. (promoting a water purifier system) c. Are you interested in leading a long and happy life? (promoting a new exercise program) d. How much extra money would you have if you didn't have to pay 21 percent interest on your credit cards? (promoting a new credit card) e. Six months ago, he was unemployed with few qualifications. Today, he's a website designer for a major corporation. (promoting training courses in website development)

Are you interested in leading a long and happy life? (promoting a new exercise program)

Identify the sentence that does not contain a cliché or slang. (Page 102) a. If you want to play ball with me, you need to increase your offer. b. Let me take this opportunity to congratulate you on your promotion. c. As you requested, I sent a new catalog to the supervisor. d. The bottom line is that we must improve our customer relations. e. If I can be of further help, please do not hesitate to call me

As you requested, I sent a new catalog to the supervisor.

74. Which guideline about confident writing is correct? (Page 116) a. Use confident phrases such as I hope. b. Encourage the reader to provide excuses for denying your request. c. Imply that something might not work out satisfactorily. d. Avoid using presumptuous language such as "I know you will agree." e. Appear helpful with statements such as "Let us know if you have other problems."

Avoid using presumptuous language such as "I know you will agree."

79. Which is not true about writing claim letters? (pg. 142) 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.

88. Which of the following is a good statement in the final paragraph that motivates the reader to take some action? (Page 174) a. If you want to try our product, please call us today. b. Act now! Time is running out! c. Why not try this computer software for 15 days and let us know what you think? d. Because quantities are limited, return the enclosed order card by September 1 to ensure that you receive this unusual poster. e. I hope that you are interested in this product.

Because quantities are limited, return the enclosed order card by September 1 to ensure that you receive this unusual poster.

63. Which of the following is the most effective closing statement in a request letter? (pg. 136) 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.

69. You want to persuade your college administration to adopt a new plan for on-campus parking. Which of the following would be most persuasive? (Page 163) a. Every car would have to display a valid parking sticker after the new plan goes into effect. b. Congestion in lots A and B would be reduced under the new plan. c. Other colleges allow students to park in any open space, regardless of residence. d. The college would need two security guards to patrol the parking areas. e. As president of the junior class, I request more parking for my peers.

Congestion in lots A and B would be reduced under the new plan.

73. All the following are true when you must reject a person's idea or proposal except: (pg. 196) 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.

Mechanics include all of the following except (Page 99) a. content. b. punctuation. c. number expression. d. word division. e. abbreviations.

Content

81. All of the following about refusing a claim are correct except(pg. 198) 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.

86. Which sentence contains nondiscriminatory language? (Page 118) a. The young, yuppie managers lack the experience needed to develop policies. b. Stephen, the gay science instructor, receives high student evaluations. c. That nerdy high school kid in the tech section sold me the wrong ink cartridge for my printer. d. Dr. Lopez and his assistant, Ms. Martin, attended the seminar. e. Tonya, a Hispanic sales representative, is the employee of the month.

Dr. Lopez and his assistant, Ms. Martin, attended the seminar.

Which sentence does not contain a cliché or wordy expression? (Page 102) a. According to our records, you paid your bill after the due date. b. During 2004, the company will focus on redefining its mission statement c. It goes without saying that customer service representatives must be polite at all times. d. I'd like to take this opportunity to thank the development team for its extraordinary effort on the project. e. Enclosed you will find three copies of the contract.

During 2004, the company will focus on redefining its mission statement

47. Which of the following is not a way to achieve clarity in your writing? (Page 100) a. Be sure the message is accurate and complete. b. Use familiar words and phrases. c. Emphasize compound sentences. d. Avoid dangling expressions. e. Eliminate unnecessary jargon

Emphasize compound sentences.

78. Which sentence is the most effective in a persuasive claim letter? (Page 167) a. Your customer service representatives owe me an explanation. b. Since the warranty expired only one month ago, I would like your company to repair my watch free of charge. c. If you take the time to read my original letter, you will understand that I am not at fault here. d. Having purchased five laser printer cartridges from your store before, we assumed that the last cartridge we purchased would make 15,000 copies instead of the 10,000 guaranteed. e. Your company makes millions of dollars in profit each year, yet you refuse to replace my stolen laptop.

Having purchased five laser printer cartridges from your store before, we assumed that the last cartridge we purchased would make 15,000 copies instead of the 10,000 guaranteed.

75. Which statement does not appear overconfident? (Page 116) a. After completing two training sessions, you should see your productivity increase. b. I'm sure that you will want to order the new video training series. c. I know that these clip-art images are perfect for your business. d. Because I'm sure you want these wrist pads, I will call you tomorrow. e. If you know what's good for you, you'll order these wrist pads.

I know that these clip-art images are perfect for your business.

68. Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected? (pg. 194) 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.

Which is not a reason to avoid slang in business writing? (Page 103) a. It is too informal. b. It is not businesslike. c. It is identified with a specific group of people. d. It is short-lived. e. It may not be understood by the general population.

It is not businesslike

63. Identify the logical compound sentence. (Page 107) a. Plans A and B are safe and convenient options as retirement investments. b. Jill will photocopy the letters, and Adam will type the envelopes. c. Although the data was received after the deadline, we still managed to complete the project within one week. d. Please purchase paper clips, pencils, and notebooks when you go to the office supply store. e. Doug types 100 words per minute, and Amy sings in the choir.

Jill will photocopy the letters, and Adam will type the envelopes.

62. Which of these statements about sentence variety is not true? (Page 108) a. Using too many simple sentences makes writing seem choppy. b. Mixing negative and positive sentences maintains reader interest. c. Readers may have difficulty reading a message with too many long sentences. d. If you use different sentence patterns and lengths, your messages will be more interesting. e. A message that contains one long sentence after another can bore readers.

Mixing negative and positive sentences maintains reader interest.

66. Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea? (pg. 194) 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.

69. Which of the following is the most effective way to refer to an enclosure? (pg. 138) 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

65. Passive voice is appropriate when (Page 109) a. you want to inform an applicant tactfully that he was not chosen for the job. b. the identity of the person doing the action is unimportant. c. you want to emphasize the receiver of the action instead of the doer of the action. d. the person who performed the action is unknown. e. Passive voice is appropriate in all of these situations.

Passive voice is appropriate in all of these situations.

89. Which of the following would be the least appropriate closing for an adjustment letter? (pg. 146-147) 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.

85. Which statement does not contain sexist language? (Page 118) a. The sports jocks hang out at the Recreation Building. b. The girls in the office will attend the secretarial meeting. c. Doug is the best man for the project. d. Sally enjoys being a homemaker. e. The stewardess asked the passengers to prepare for landing.

Sally enjoys being a homemaker.

81. Which of the following is not true about adjustment letters? (pg. 142) 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 grudging tone lets the customer know he or she really didn't get away with anything.

63. 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 (Page 161) 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: September bill

Which sentence effectively uses words that are familiar to businesspeople? (Page 100) a. Please ascertain whether the deliverance of merchandise will be forthcoming in the duration of the business cycle. b. He was not cognizant of the actuality that he was still in a probationary period. c. A financial deficit may be encountered during the transitional period following the merger. d. The board of directors will soon meet to discuss acquiring the Sonar Company. e. The accountant will commence to compute the amount of monetary funds that should be allocated for remunerations

The board of directors will soon meet to discuss acquiring the Sonar Company.

75. Which sentence is the most acceptable for a claim letter? (pg. 142) 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 one hour, as promised by Fast Film.

51. What is an advantage of the direct organizational approach? (pg.133) 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.

71. Which of the following would be the most appropriate closing statement in a routine reply? (pg. 139) 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.

73. Which sentence displays a confident writing style? (Page 115) a. I hope that my explanations make sense to you. b. To take advantage of this special offer, call our toll-free number. c. If you have any further problems, please don't hesitate to call me. d. Why not order the new exercise equipment? e. If you agree with my proposal, please let me know.

To take advantage of this special offer, call our toll-free number.

Identify the sentence that does not contain a redundant phrase. (Page 103) a. Young adults should plan ahead for retirement. b. Understanding absolute and relative cell references is fundamental to working with spreadsheets. c. The company will give each and every employee a year-end bonus. d. Receive a free gift when you subscribe to our magazine. e. When and if profits increase by 15 percent, everyone will receive a raise.

Understanding absolute and relative cell references is fundamental to working with spreadsheets.

62. Which of the following should not be a practice in discussing rationale in a bad-news message? (pg. 193) 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 to reinforce reasons.

84. When writing an adjustment letter, what should you do to explain why a problem occurred? (pg. 145) 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.

85. What should you consider when developing a central selling theme in a persuasive sales letter? (Page 170) a. Use position and repetition as two methods for emphasis. b. Select one physical feature of the product to discuss. c. Point out different benefits to different readers within the same sales letter. d. Avoid mentioning the central selling theme until after the first paragraph. e. Think in terms of product benefits not reader benefits.

Use position and repetition as two methods for emphasis.

66. Which of the following is not appropriate when preparing a routine reply? (pg.136) 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.

88. Which of the following is not a principle of the "you" attitude? (Page 120) a. Stress the reader's benefits of doing what you ask. b. Develop empathy for the reader. c. Emphasize how the reader will be affected. d. Write from the reader's perspective. e. Use the word you frequently when conveying negative information.

Use the word you frequently when conveying negative information.

69. Which sentence lacks parallelism? (Page 113) a. The seminars will be held on February 14, March 15, and April 1. b. Victoria is proficient not only in word processing but also in database management. c. Our word processing program includes pull-down menus, scroll bars, and sentences can be checked for grammatical errors. d. Students will learn how to write effective messages, make persuasive speeches, and handle themselves in interviews. e. The new smoke detector is both efficient and effective.

Victoria is proficient not only in word processing but also in database management.

56. Which of the following is the most effective buffer? (pg. 191) 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.

70. Which of the following is the most appropriate opening sentence in a routine reply? (pg. 136) 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.

Which statement does not contain a dangling expression? (Page 101) a. Eric informed Jason about the policy changes, but he doesn't like the changes. b. While reviewing the corporate report, a few discrepancies were found. c. While traveling to Boston, the auditor will review the financial reports. d. Abraham Lincoln wrote the Gettysburg Address while traveling to Gettysburg on the back of an envelope. e. The manager plans to address the use of cell phones in weekly meetings.

While traveling to Boston, the auditor will review the financial reports.

Identify the statement that does not contain an unnecessarily long word. (Page 102) a. Brian fabricated the events of the accident to circumvent prosecution. b. Please initiate the modification of the innovative computer system. c. William is vital to the success of the convention. d. The vice president will recapitulate the presentation after illustrating the new software. e. Initiate the termination procedures for the dispensable employees.

William is vital to the success of the convention.

57. Identify an example of a polite request (pg. 133). 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?

65. Which of the following is the most effective closing paragraph in a bad-news message? (pg. 194) 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.

86. Which sentence is most effective in generating interest in a product? (Page 170) a. The XL Laser printer prints documents at 1,200 dpi. b. The ergonomic keyboard was designed to help computer users. c. Baking bread is easy with a BreadWinner. d. The CD player can hold up to ten CDs at one time. e. You can quickly solve any computer problem by using the easy-to-read online help menus built into the software.

You can quickly solve any computer problem by using the easy-to-read online help menus built into the software.

90. Which of the following sentences should be rewritten without the "you" attitude? (Page 120) a. You won a brand-new entertainment center. b. After placing an order, you will be entered into our weekly drawing. c. You should have written a more in-depth report. d. Your new living room furniture will arrive by Friday afternoon. e. Your résumé will be forwarded to the appropriate manager for review.

You should have written a more in-depth report.

87. Identify the sentence that best reflects the "you" attitude. (Page 119) a. The order was shipped on March 15. b. You should receive your order by Friday, April 10. c. We have extended our store hours until 10 p.m. on weekends. d. Please send your completed questionnaire by December 1 so I can start analyzing the data and preparing my report. e. You will be smart to open a checking account at our bank because we pay higher interest rates.

You should receive your order by Friday, April 10.

76. Which of the following does not contain platitudes or other offensive expressions? (Page 116) a. You must realize that full tuition refunds are available only before the first day of class. b. Our company depends on customers like you to pay the balance owed on their accounts on time. c. Apparently you did not carefully read the procedures memo before submitting your travel reimbursement request. d. I find it difficult to believe that your new VCR ate your videotape collection. e. Your letter has been forwarded to the Tulsa division. One of the service specialists will call you by next Friday.

Your letter has been forwarded to the Tulsa division. One of the service specialists will call you by next Friday.

56. Which of the following would the reader find most persuasive? (Page 159) 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.

77. Sincerity is not conveyed in which of the following statements? (Page 116) a. I'm surprised that you were not aware of the upcoming business luncheon. b. I know you are a top-notch executive and I am a mere college student, but I would appreciate your answers to some questions. c. Your satisfaction is more important than profits; therefore, we will gladly exchange your new stereo system. d. I seriously doubt that you really want me to speak at the awards banquet e. none of these

Your satisfaction is more important than profits; therefore, we will gladly exchange your new stereo system.

57. Which of the following people has the least credibility for business communication? (Page 159) 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 consultant

73. A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter. (pg. 141) a. an adjustment b. a complaint c. a routine request d. a claim e. an emotionally charged

a claim

78. Which of the following is not one of the three sections of a claim letter? (pg. 142) 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

77. You should provide all of the following background information for a claim letter except (pg. 142) 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.

79. 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 (pg. 196) 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.

75. 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 (pg. 196) 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.

78. A platitude is (Page 116) a. a transitional expression that connects ideas in logical fashion. b. a trite or obvious statement that implies a condescending attitude. c. a paragraph that lacks both parallel structure and unity. d. a series of short, simple sentences that explain a single idea. e. an overconfident statement that implies arrogance.

a trite or obvious statement that implies a condescending attitude.

76. What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved? (pg. 143) a. adjustment b. claim c. complaint d. routine request e. goodwill

adjustment

73. When writing a persuasive request, ask for the desired action (Page 163) a. in the first paragraph. b. by apologizing for the request. c. after presenting most of the background information. d. by closing with a statement such as, "If you agree with this proposal." e. in the middle of the letter.

after presenting most of the background information.

52. Your specific goal for a persuasive message determines your (Page 158) a. wording. b. format. c. strategy. d. proposal. e. all of these

all of these

67. Which of the following traits helps you convince your reader that a persuasive request is reasonable? (Page 162) a. objectivity b. specific details c. logical appeals d. appropriate evidence e. all of these

all of these

84. Resale in a claim refusal may be appropriate in which of the following situations? (pg. 200) 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

87. How should a product's price be handled in a persuasive sales letter? (Page 173) a. State the price after discussing the major benefits. b. Position the price in either a complex sentence or a compound sentence. c. Compare the price of the product with that of a familiar object, such as a newspaper or a can of soda. d. Include the price in a sentence that mentions a reader benefit. e. all of these

all of these

89. Avoid focusing on the reader in which of the following instances? (Page 120) a. You must refuse the reader's request. b. You disagree with the reader. c. You must point out the reader's mistakes. d. You need to discuss negative news with the reader. e. all of these

all of these

90. An adjustment letter should not end with (pg. 146) 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.

69. Of the following, the least effective way to end a bad-news message is to offer (pg. 194) a. best wishes. b. a counterproposal. c. subtle sales promotion. d. an apology. e. alternative sources of assistance.

an apology.

67. A routine reply is (pg. 136) 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.

The phrase there is is an example of (Page104 a. an expletive. b. a hidden verb. c. a buzz word. d. an action verb. e. jargon.

an expletive

55. You should use the direct organizational plan when you (pg. 133) 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 in which the reader is interested.

74. When writing a routine claim letter, (pg. 142) 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.

53. A request is not routine if you (pg. 133) 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.

72. You can develop a confident message by (Page 115) a. believing that your decision is based on sound logic. b. starting a sentence with I hope. c. using self-conscious words and phrases. d. demonstrating arrogance. e. doing all of these.

believing that your decision is based on sound logic

53. The following conditions for a buffer for a bad-news message are true except: (pg. 191) 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.

buffer should be off the topic to avoid direct confrontation.

57. Which of the following would not make a good buffer? ( pg. 192) a. compliment b. general principle c. understanding d. agreement e. cliché

cliché

77. When writing a persuasive request for a favor, do all of the following except (Page 167) a. discuss one or two reader benefits before making your request. b. compliment the reader, even if the compliment is insincere. c. keep a positive, confident tone throughout the message. d. keep your request reasonable. e. make the action clear and easy to take.

compliment the reader, even if the compliment is insincere.

55. Which of the following is not a characteristic of an effective buffer for a bad-news message? (pg. 191) a. relevant b. supportive c. neutral d. short e. controversial

controversial

70. Logically, a paragraph should (Page 114) a. cover a single topic. b. connect the previous paragraph to the topic sentence. c. be divided into simple and compound sentences. d. use parallel structure for coherence. e. contain no fewer than 25 characters.

cover a single topic.

70. Before asking a favor in a persuasive request, you should (Page 159) a. establish your credibility as an authority. b. motivate the reader to take the desired action. c. mention your specific purpose in the first paragraph. d. ignore any obstacles or negative aspects of the request. e. discuss at least one reader benefit.

discuss at least one reader benefit.

51. A persuasive message is most effective when you (Page 157) 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.

62. The final paragraph of a routine request should (pg. 135) 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.

71. Business writers should create an overall tone that (Page 115) a. emphasizes and subordinates ideas appropriately. b. avoids discriminatory language. c. appears confident, courteous, and sincere. d. conveys the "you" attitude. e. does all of these.

does all of these

58. Positive language (Page 105) a. is more likely to help achieve your objectives than negative language. b. builds and maintains goodwill between you and your reader. c. often provides more information than negative language. d. can be achieved by stressing what can be done instead of what cannot be done. e. does all of these.

does all of these.

66. An effective opening statement in a persuasive request (Page 161) 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.

63. You can subordinate bad news by (pg. 192-193) 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.

55. To increase the effectiveness of your persuasive message, (Page 159) 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.

61. To increase the probability that your routine request will be granted,(pg. 135) 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.

58. One way to justify your decision in a bad-news message is to (pg. 192) 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.

58. Your credibility with the reader of a persuasive message will not be enhanced by (Page 159) 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.

61. The _____ should take up the bulk of a bad-news message. (pg. 193) a. buffer b. explanation c. negative news d. closing e. apology

explanation

Short and simple words help business writers (Page 103) a. impress their readers. b. emphasize the receiver of the action. c. use jargon to build credibility. d. express their meaning without distraction. e. use redundancy in appropriate situations.

express their meaning without distraction.

68. Which transition does not reflect a cause-and-effect relationship? (Page 113) a. as a result b. consequently c. because d. finally e. hence

finally

82. Assume you have five paragraphs in a letter. Which paragraph receives the most emphasis? (Page 117) a. first b. second c. third d. fourth e. fifth

first

87. The following are true about adjustment letters except (pg. 145) 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.

82. If your claim is not a routine one, your persuasive letter should (Page 168) a. compliment the reader when asking for the favor. b. let the reader decide how to resolve the problem. c. include as much supporting evidence as possible. d. follow the direct organizational plan. e. begin with the action you want the reader to take.

include as much supporting evidence as possible.

67. When using the indirect organizational plan, you can communicate the bad news by doing all of the following except (pg. 194) 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.

70. One strategy you should not use when refusing a customer's claim is to (pg. 194-195) 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.

67. A paragraph has coherence when each sentence (Page 111) a. is connected smoothly to the sentence before and the sentence after. b. uses parallel construction to develop one idea consistently and logically. c. demonstrates the "you" attitude through implied or stated reader benefits. d. uses nondiscriminatory language. e. uses the appropriate typeface and mechanics.

is connected smoothly to the sentence before and the sentence after.

54. When writing a persuasive message, you must determine the reader's (Page 158) 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.

59. The subject line of a persuasive request promoting an idea should (Page 161) 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 message's purpose gradually.

54. The purpose of a buffer is to (pg. 191) 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.

59. Additional explanation or details about your initial request are necessary to (pg. 135) 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.

50. The direct organizational plan (pg.133) 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.

47. Which of the following is a purpose of a bad-news message?(pg. 188) 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

88. If you include sales promotion in a routine reply, you should (pg. 145) 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.

80. One reason to avoid refusing a claim in the first paragraph is that you (pg. 198) 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.

76. One general guideline for writing a message saying that you are not granting a routine favor is to (pg. 196) 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.

86. Which of the following statements about resale in an adjustment letter is not true? (pg. 145) 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

64. When conveying negative news, you should (pg. 194) 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.

83. In explaining the reasons for a claim refusal, the writer should (pg. 198) 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 responsibility for the problem.

64. Promptness in responding to a routine request is important because (pg. 136/138) 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.

77. When refusing a request for a significant favor, you should (pg. 196) 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.

62. If your reader is predisposed against the idea you are promoting, you should do all of the following except (Page 159) 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.

81. The opening sentence, "Although your store policy is to offer a refund within seven days, I am seeking a refund for an item I purchased nine days ago" is ineffective for a persuasive claim because it (Page 167) a. depends on the credibility of the reader. b. relies on the rhetorical attention-getting approach. c. uses an indirect organizational plan. d. offers a ready excuse for denying the claim. e. does not offer sufficient supporting evidence.

offers a ready excuse for denying the claim.

50. The essence of persuasion is (Page 157) 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.

66. When all your sentences work together to develop a single idea, the result is (Page 111) a. the "you" attitude. b. paragraph unity. c. coherence. d. parallelism e. reader benefits.

paragraph unity.

72. If you are asking a favor of an acknowledged expert, you should not (Page 167) a. pay the reader a general compliment using a form letter. b. maintain a positive, confident tone in your message. c. mention any negative aspects of the request in your message. d. use a general subject line for your message. e. explain the background before you make your request.

pay the reader a general compliment using a form letter.

45. To achieve the goals of a bad-news message, you should (pg. 188) 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.

82. If you want to offer a compromise rather than reject a customer's claim, you should (pg. 198) 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.

53. A message is more persuasive if you (Page 158) 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 product's features by satisfying the reader's needs.

60. When granting a request is simply not in your company's best interests, (pg. 193) 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.

72. A key factor in offering a counterproposal is to (pg. 194) 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.

49. Content and organization of a bad news message is affected by all of these except the(pg. 189) 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.

68. If you wait to respond to a routine request that you are granting, you (pg. 138) 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.

48. One of the objectives of a bad-news message is to(pg. 188) 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.

80. You can make your claim letter sound more reasonable by (pg. 142) 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.

49. Which of the following is not considered a persuasive message? (Page 157) 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

71. When the reader will not directly benefit from granting the favor you request, your persuasive message should (Page 159) a. adopt a less confident tone. b. use language appealing to the reader's emotions. c. show how someone other than you will benefit. d. stress the objective evidence justifying your request. e. use the first paragraph to tactfully make your request.

show how someone other than you will benefit.

68. When writing a persuasive request in which you anticipate an obstacle, you should (Page 162) a. avoid mentioning the obstacle because the reader may not even realize that an obstacle exists. b. mention the obstacle in the first sentence of the first paragraph to get it over with. c. show that you are aware of the obstacle and convince the reader that the request still has merit. d. devote a lot of space to the obstacle. e. stress the importance of the obstacle and devote a majority of the letter to promoting your ability to overcome it.

show that you are aware of the obstacle and convince the reader that the request still has merit.

61. A _____ sentence is often used to emphasize a single idea. (Page 107) a. passive-voice b. compound c. complex d. simple e. compound-complex

simple

79. An idea receives the most emphasis in a (Page 117) a. simple sentence. b. compound sentence. c. complex sentence. d. compound-complex sentence. e. dependent clause.

simple sentence

71. All of the following are problems to avoid when ending a bad-news message except (pg. 194) a. apologizing. b. anticipating problems. c. inviting needless communication. d. sounding sincere, friendly, and helpful. e. repeating a cliché.

sounding sincere, friendly, and helpful.

52. When you use the direct plan for a bad-news message, you should (pg. 190) 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.

51. The indirect approach should be used in bad-news situations when writing to all of the following people except (pg. 191) a. supervisors. b. subordinates. c. readers who prefer the indirect approach. d. readers you don't know. e. customers.

supervisors.

72. Sales promotion appeals should do all of the following except (pg. 138) 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.

56. When sending a routine message, you should not (pg. 133) 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.

81. To subordinate an idea, place it in (Page 117) a. a simple sentence. b. the first independent clause of a compound sentence. c. the dependent clause of a complex sentence. d. the independent clause of a complex sentence. e. an independent clause in a compound-complex sentence.

the dependent clause of a complex sentence

80. Two related ideas of equal importance should be positioned in (Page 117) a. two simple sentences. b. a compound sentence. c. the dependent clause of a complex sentence. d. the dependent clause of a compound-complex sentence. e. the independent clause of a complex sentence.

the dependent clause of a complex sentence.

74. Rejecting someone's idea or proposal can be extremely challenging because (pg. 196) 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.

60. Use the direct organizational plan for persuasive messages when (Page 160) 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.

59. When rejecting an idea because it is not in your company's best interests, (pg. 193) 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.

79. One reason to write a persuasive claim letter is that (Page 167) a. you are selling a complex proposal. b. the reader denied your earlier claim. c. your reader will directly benefit from doing what you ask. d. your reader will indirectly benefit from doing what you ask. e. someone other than you will benefit from doing what you ask.

the reader denied your earlier claim.

76. You need persuasion when requesting a favor from someone you don't know because (Page 167) a. expert opinion and statistical data are not enough. b. the reader needs sufficient evidence to make an informed decision. c. you want to make the desired action as clear and easy as possible. d. the reader is getting no tangible benefits from granting the favor. e. this is a routine request that is likely to be granted automatically.

the reader is getting no tangible benefits from granting the favor.

46. You should use the direct approach for a bad-news message if(pg. 190) 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.

64. In an active sentence, (Page 109) a. the subject is the receiver of the action. b. the subject is subordinated to the action. c. the action is subjunctive to the doer. d. the subject performs the action. e. the verb tense describes the doer.

the subject performs the action.

82. You should use a gracious, trusting tone in a routine adjustment letter (pg. 143) 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.

49. Which of the following messages is not considered routine? (pg.133) 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

top management officials announcing a decision to close a factory

The phrase came to an agreement is an example of (Page 103) a. an expletive. b. unnecessary repetition. c. concise language. d. jargon. e. a hidden verb.

unnecessary repetition

78. When you use the direct organizational plan in a message refusing a small favor, you should (pg. 196) 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.

75. When you want to sell an idea, your persuasive message should not (Page160) a. use an indirect organizational plan if the reader is your superior. b. present evidence logically. c. be written in an objective style. d. provide sufficient evidence to back up the claims you make. e. clarify the problem and how your solution solves it.

use an indirect organizational plan if the reader is your superior.

60. When asking several specific questions in a direct request letter, do not (pg. 134) 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.

80. Unlike a routine claim letter, a persuasive claim letter (Page 167) a. mentions how the reader benefits from doing what the writer asks. b. uses emotional or exaggerated language for emphasis. c. is briefer and to the point. d. presents the problem in the first paragraph. e. uses an attention-getting opening.

uses an attention-getting opening.

61. Which of the following is not an effective attention-getter for a persuasive message? (Page 161) 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

83. Which strategy best emphasizes an idea? (Page 117) a. using a compound sentence b. placing the idea in a middle paragraph c. minimizing the space devoted to a topic d. using active voice e. typing the entire message in all capital letters

using active voice

84. You can subordinate an idea by (Page 117) a. devoting more space to the idea. b. using passive voice instead of active voice. c. using reasonable repetition. d. underlining or capitalizing particular words or phrases. e. doing all of these.

using passive voice instead of active voice.

50. The direct organizational plan is used in all of the following circumstances except (pg. 191) 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.

83. Apologizing in an adjustment letter is appropriate (pg. 145) 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.

59. Two expressions that carry negative connotations are (Page 105) a. compound-complex and redundant. b. will not and cannot. c. subjunctive and passive voice. d. ethnocentrism and abstraction. e. ambiguity and expletive.

will not and cannot.

54. You should start a routine request (pg. 133) 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.

58. A suggestion for communicating with someone from another culture is to (pg. 134) 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 your reader expects you to write.

64. Use a direct organizational plan for all of the following situations except when (Page 160) 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.

65. Use an indirect organization plan for all of the following situations except when (Page 160) 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.

83. Which is not a technique to use to open a sales letter? (Page 170) a. rhetorical question b. unexpected statement c. unusual fact d. statement about which reader and writer will agree e. yes-or-no question

yes-or-no question

60. Negative language is appropriate when (Page 105) a. your message must be strong and emphatic. b. the reader wants to retain your goodwill. c. you are focusing your reader on specific facts. d. a sentence contains a hidden verb or subject. e. jargon and slang would be misconstrued.

your message must be strong and emphatic.