Question 1

Which of the following will not help you write routine messages that promote goodwill?

Accepted Answer

A)  providing information your readers may find helpful
B)  focusing on your audience
C)  including a sales pitch with every routine message
D)  maintaining a positive tone
E)  offering suggestions for areas of improvementF) A) and B)
G) D) and E)

Question 2

If you decide to write a letter of recommendation about a job candidate,your goal should be to

Accepted Answer

A)  remain neutral about the candidate's suitability for the job.
B)  boost the job candidate's sense of self-worth and well-being.
C)  explain why you're qualified to access the candidate.
D)  convince readers the candidate has the characteristics necessary for the job.
E)  include at least one negative comment to show objectivity.F) B) and D)
G) C) and D)

Question 3

A typical routine request contains

Accepted Answer

A)  an opening,a close,and an appendix.
B)  a body,a close,and bullet points.
C)  an opening,a body,and a close.
D)  an introduction,reasons for granting the request,and an apology.
E)  an opening,an introduction,and a body.F) A) and B)
G) C) and D)

Question 4

When closing a direct request,you should be sure to

Accepted Answer

A)  include an apology for taking up the reader's time.
B)  include a mention of your own qualifications or status.
C)  include the time limits involved in your request.
D)  include an indication of the consequences of a failure to reply.
E)  downplay the significance of what you are asking.F) B) and C)
G) A) and E)

Question 5

List the three major categories of common routine requests.

Accepted Answer

The three major types of routi...

Question 6

When making a routine request,you should

Accepted Answer

A)  use the inductive plan.
B)  assume that the audience is willing to comply.
C)  demand immediate action.
D)  explain the consequences of failing to comply.
E)  assume that the audience will not be willing to comply.F) A) and B)
G) A) and C)

Question 7

Social media releases include social networking links,"tweetables," and other sharable content.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following would be the best opening for a routine request?

Accepted Answer

A)  Please send me a summary of the eastern region's sales data for April.
B)  As soon as you get this,send me last month's sales data.
C)  I know you may not want to,but send me last month's sales data.
D)  I am very sorry to ask you to do this.
E)  Hopefully,this will not be too much trouble for you.F) A) and E)
G) None of the above

Question 9

What potential legal problem can result from writing a critical recommendation letter?

Accepted Answer

Every time you write a recommendation le...

Question 10

When making a claim or requesting an adjustment,your close should

Accepted Answer

A)  clearly state how angry and disappointed you are.
B)  explain the specific details of the problem.
C)  request the specific action required to resolve the problem.
D)  explain that you are planning to seek legal counsel.
E)  suggest that you will probably take your business elsewhere.F) B) and E)
G) A) and E)

Question 11

In the direct approach to writing a routine request,state the main idea

Accepted Answer

A)  when you're closing the message.
B)  in the middle of the second paragraph.
C)  when you open the message.
D)  at the bottom of the first paragraph.
E)  only by implication; do not specifically state why you are writing.F) A) and B)
G) C) and D)

Question 12

The opening of a request for a recommendation should include

Accepted Answer

A)  a buffer statement to distract the reader.
B)  a statement implying that you're applying for a position.
C)  a statement on why the recommendation is needed.
D)  an apology for bothering the reader.
E)  a request for the writer to overstate your qualifications.F) B) and E)
G) All of the above

Question 13

When responding to a customer's request for an adjustment,it is usually sensible to assume that

Accepted Answer

A)  if you handle the situation well,the customer will be even more loyal than before.
B)  the customer's account of the situation is exaggerated.
C)  the customer is hostile.
D)  the customer is trying to pull a fast one.
E)  the customer will no longer do business with you,even if you grant the request.F) C) and D)
G) B) and C)

Question 14

Writing "thank you in advance" at the close of a routine request

Accepted Answer

A)  is courteous and effective.
B)  will guarantee a positive response.
C)  is best to avoid,since many people find it presumptuous.
D)  is most effective when you end the statement with an exclamation point.
E)  is expected when your audience is unfamiliar.F) B) and E)
G) C) and D)

Question 15

Excluding important negative information about a candidate in a recommendation letter

Accepted Answer

A)  is expected-otherwise no one would be able to get a good job.
B)  has led some employers to sue after hiring the candidate and discovering problems.
C)  is the only way to prevent the candidate from suing you.
D)  is okay,as long as you explain to the candidate that you are doing it.
E)  is okay-as long as you add a release from liability clause to the letter.F) A) and B)
G) B) and D)

Question 16

In recommendation letters,comparing the candidate's potential to that of his or her peers

Accepted Answer

A)  should be avoided,since it opens the door to legal action.
B)  is unprofessional because it distracts attention from the candidate you are recommending.
C)  helps the recipient evaluate the candidate more effectively.
D)  is a good idea,even if you have only a "gut feeling" about how the candidate stacks up.
E)  almost always reduces the candidate's chances of landing the job.F) C) and E)
G) C) and D)

Question 17

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say; therefore,you can use the ________ with a routine reply or positive message.

Accepted Answer

A)  interested in; direct approach
B)  resistant to; indirect approach
C)  skeptical of; direct approach
D)  in tune with; indirect approach
E)  oblivious to; direct approachF) None of the above
G) D) and E)

Question 18

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Accepted Answer

A)  to be avoided in routine positive messages.
B)  a good way to build customer relationships.
C)  an important part of all negative responses to claim letters.
D)  insulting and self-serving,unless you include a check or a free product.
E)  most effective in an indirect message.F) C) and D)
G) All of the above

Question 19

Including a deadline in the close of a request

Accepted Answer

A)  is rude and unprofessional.
B)  is acceptable for internal audiences,but never external audiences.
C)  will offend your audience,unless they are your subordinates.
D)  is effective only when you explain the consequences of failing to meet it.
E)  helps the audience understand exactly what you want.F) A) and B)
G) A) and C)

Question 20

What are the recommended guidelines for writing a routine request?

Accepted Answer

In a routine request message,state your ...

Exam 8: Writing Routine and Positive Messages

List the three major categories of common routine requests.

Correct AnswerverifiedThe three major types of routi...View AnswerShow Answer

In the direct approach to writing a routine request,state the main idea

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When closing a direct request,you should be sure to

Correct AnswerverifiedShow Answer

If you decide to write a letter of recommendation about a job candidate,your goal should be to

Correct AnswerverifiedShow Answer

Which of the following will not help you write routine messages that promote goodwill?

Correct AnswerverifiedShow Answer

When responding to a customer's request for an adjustment,it is usually sensible to assume that

Correct AnswerverifiedShow Answer

A typical routine request contains

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Which of the following would be the best opening for a routine request?

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When making a routine request,you should

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The opening of a request for a recommendation should include

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When making a claim or requesting an adjustment,your close should

Correct AnswerverifiedShow Answer

Social media releases include social networking links,"tweetables," and other sharable content.

Correct AnswerverifiedShow Answer

In corresponding with customers,making statements such as,"Thank you for purchasing the most durable notebook computer you can buy" is

Correct AnswerverifiedShow Answer

What are the recommended guidelines for writing a routine request?

Correct AnswerverifiedIn a routine request message,state your ...View AnswerShow Answer

What potential legal problem can result from writing a critical recommendation letter?

Correct AnswerverifiedEvery time you write a recommendation le...View AnswerShow Answer

Writing "thank you in advance" at the close of a routine request

Correct AnswerverifiedShow Answer

Including a deadline in the close of a request

Correct AnswerverifiedShow Answer

When you're writing a routine reply to a positive message,your readers will generally be ________ what you have to say; therefore,you can use the ________ with a routine reply or positive message.

Correct AnswerverifiedShow Answer

In recommendation letters,comparing the candidate's potential to that of his or her peers

Correct AnswerverifiedShow Answer

Excluding important negative information about a candidate in a recommendation letter

Correct AnswerverifiedShow Answer

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The three major types of routi...
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In a routine request message,state your ...
View Answer

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Every time you write a recommendation le...
View Answer

Correct Answer
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When you're writing a routine reply to a positive message,your readers will generally be what you have to say; therefore,you can use the with a routine reply or positive message.

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