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Chapter 7
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) The three-step writing process includes all of the following steps except
A) sending B) completing C) planning D) writing
Answer: A
Diff: 1 Page Ref: 123
2) In the planning stage of the three-step process, it is important that you
A) analyze your purpose B) keep your message the same for all readers
C) investigate audience needs D) A and C above
Answer: D
Diff: 2 Page Ref: 123
3) The completing step includes
A) proofreading your message
B) considering the customs of an international audience
C) organizing your message
D) all of the above
Answer: A
Diff: 2 Page Ref: 123
4) The strategy for making routine requests includes all of the following except
A) request specific action
B) state your request up front
C) adapt your request after receiving reader feedback
D) explain and justify your request
Answer: C
Diff: 2 Page Ref: 124
5) When stating your request it is important to pay attention to
A) organizing your questions B) tone
C) providing contact information D) asking relevant questions
Answer: B
Diff: 2 Page Ref: 124
6) Which of the following is not correctly punctuated?
A) Will you bring me the report once it is finished?
B) Would you please complete the report by next Friday?
C) Will you have time to complete the report by next Friday?
D) The report will be completed by Friday.
Answer: B
Diff: 3 Page Ref: 125
7) When stating your request you should
A) assume your audience will comply B) state precisely what you want
C) include personal introductions D) A and B above
Answer: D
Diff: 2 Page Ref: 124
8) In the body of your request you should
A) provide contact information B) use an indirect approach
C) explain and justify your request D) all of the above
Answer: C
Diff: 3 Page Ref: 125
9) When listing a series of questions, you should
A) ask only relevant questions
B) ask the most important questions last
C) ask as many questions as possible to avoid having to send another message
D) all of the above
Answer: A
Diff: 2 Page Ref: 125
10) The closing of a request should
A) say “Thank you in advance”
B) provide contact information
C) give a date or time for completion of the request
D) B and C above
Answer: D
Diff: 2 Page Ref: 125
11) Types of routine requests include all of the following except
A) requesting information B) placing orders
C) delivering bad news D) making claims
Answer: C
Diff: 2 Page Ref: 125
12) A simple request says all of the following except
A) This is why I'm making the request.
B) This is why it may be in your interest to help me.
C) This will be the consequence of not complying.
D) This is what I want to know.
Answer: C
Diff: 2 Page Ref: 126
13) The body of a simple request should
A) provide an explanation to justify your request
B) give a clear statement of your reason for writing
C) catch your reader's attention
D) include a deadline for when you need the request completed
Answer: A
Diff: 2 Page Ref: 126
14) When making a claim or requesting an adjustment, your closing should
A) clearly state how angry and disappointed you are
B) request a specific action to resolve the situation
C) explain the specific details of the problem
D) all of the above
Answer: B
Diff: 3 Page Ref: 129
15) The body of a claim or a request for an adjustment should include
A) a suggestion that the relationship will continue only if the problem is solved satisfactorily
B) a request for a specific action
C) all information needed to verify your claim
D) all of the above
Answer: C
Diff: 3 Page Ref: 126
16) When making a routine request you should
A) pay attention to tone B) assume your audience will comply
C) begin with a personal introduction D) A and B only
Answer: D
Diff: 2 Page Ref: 124
17) The close of a request should include
A) a reminder of who you are B) a specific request for action
C) contact information D) A and C only
Answer: D
Diff: 2 Page Ref: 126
18) In the competing portion of a request
A) get rid of overly long words and phrases
B) avoid unnecessary details
C) keep it as detailed as possible
D) A and B above
Answer: D
Diff: 2 Page Ref: 126
19) Routine, positive messages should do all of the following except
A) communicate the information or good news
B) leave your reader with a good impression
C) use an indirect approach
D) provide all required detail
Answer: C
Diff: 2 Page Ref: 129
20) When writing a positive message, open with
A) an explanation of how the decision was reached
B) a review of the events that led up to the situation you will be discussing
C) a direct statement of the good news
D) all of the above
Answer: C
Diff: 3 Page Ref: 129
21) Which of the following is the best opening for a good-news letter offering a job to a potential employee?
A) As you know, much deliberation and debate has gone into interviewing and selecting only the very best candidates for this position.
B) Thank you for meeting with us last week to discuss employment possibilities.
C) Congratulations, we would like to offer you a position at our company.
D) any of the above
Answer: C
Diff: 2 Page Ref: 129
22) The body of a good-news message should
A) explain your point completely
B) maintain a supportive tone
C) help the audience avoid any confusion or lingering doubt
D) all of the above
Answer: D
Diff: 2 Page Ref: 131
23) If you have mildly negative information to deliver as part of a positive message you should
A) put the negative information last
B) put the negative information first
C) put the negative information in a separate message; never combine positive and negative information
D) put the negative information in a favourable context
Answer: D
Diff: 2 Page Ref: 131
24) If you have strongly negative information to deliver as part of a positive message you should
A) use an indirect approach
B) put the negative information in a separate message; never combine positive and negative information
C) explain how the negative information will impact the positive information
D) open with the negative information
Answer: A
Diff: 3 Page Ref: 131
25) The closing of a routine reply or positive message should
A) explain the reasons for any negative news that you have mentioned
B) offer an explanation for why this decision was made
C) clearly state who will do what next
D) all of the above
Answer: C
Diff: 3 Page Ref: 131
26) The four types of routine replies and positive messages include all of the following except
A) granting requests for information and action
B) refusing requests
C) sending goodwill messages
D) granting claims and adjustments
Answer: B
Diff: 2 Page Ref: 131-136
27) Use the direct strategy when
A) you are delivering bad news
B) your answer to a request is yes
C) you are providing straightforward information
D) B and C above
Answer: D
Diff: 1 Page Ref: 131
28) Computerized form responses to handle routine requests
A) are cold, impersonal, and unprofessional
B) should never be used
C) can be more personal and sincere than a personal response
D) all of the above
Answer: C
Diff: 2 Page Ref: 131
29) When granting a claim or an adjustment it is important to
A) remember that customers frequently make up problems to try to win adjustments
B) treat them as opportunities for building customer loyalty
C) use an indirect approach
D) all of the above
Answer: B
Diff: 2 Page Ref: 131
30) The most sensible reaction to a routine claim is to
A) avoid acknowledging any fault on the part of your company
B) avoid granting the customer's request to prevent fraud
C) assume that the customer's version of events is an honest statement
D) assume that the customer is not telling the whole truth
Answer: C
Diff: 3 Page Ref: 131
31) When you receive a complaint (zhaloba) you should
A) determine who is at fault
B) assume that the claimant's version of events is accurate
C) investigate the problem to determine what went wrong
D) all of the above
Answer: D
Diff: 2 Page Ref: 131
32) You should doubt a claimant's version of events if
A) the customer seems particularly angry and upset
B) the same customer makes repeated claims
C) the customer suggests a monetary solution
D) all of the above
Answer: B
Diff: 3 Page Ref: 131
33) When granting a claim or making an adjustment you should do all of the following except
A) avoid blaming any specific individual or department
B) imply that the problem was an unusual incident
C) explain your company's efforts to do a good job
D) promise that the problem will not happen again
Answer: D
Diff: 3 Page Ref: 132
34) If the customer is at fault your response can
A) help the customers understand what they did wrong
B) weigh the cost of making the adjustment against the cost of losing future business from one or more customers
C) reject the claim and justify your refusal
D) all of the above
Answer: D
Diff: 2 Page Ref: 134
35) If you choose to grant a claim even though your customer is at fault, you should
A) end with the good news
B) educate the customer about what went wrong
C) try to prevent a reoccurrence of this complaint
D) B and C above
Answer: D
Diff: 3 Page Ref: 134
36) When responding to a claim when a third party is at fault (neither you nor the customer caused the problem), your best option is to
A) honour the claim
B) refuse the claim
C) refuse the claim and explain that your company is not at fault
D) all of the above
Answer: A
Diff: 2 Page Ref: 134
37) When responding to a claim when a third party is at fault, you should refer the claimant to the third party if
A) the third party has been difficult to work with in the past
B) you are trying to dissociate yourself from any legal responsibility
C) the customer is particularly upset or angry
D) all of the above
Answer: B
Diff: 2 Page Ref: 134
38) When responding to a claim where a third party is at fault, you should honor the claim while explaining that your company did not cause the problem if
A) the customer is angry or upset
B) you are in a legal conflict with the third party
C) the customer would otherwise think that the problem was caused by your company's negligence
D) all of the above
Answer: C
Diff: 3 Page Ref: 134
39) In the Planning stage of responding to a claim
A) analyze the situation so that you are clear about your purpose
B) focus on customer relationship in a businesslike tone
C) gather information on product care, warranties, and resale information
D) all of the above
Answer: D
Diff: 1 Page Ref: 135
40) Effective goodwill messages must
A) honest B) avoid exaggeration
C) be sincere D) all of the above
Answer: D
Diff: 3 Page Ref: 136
41) Sincere, honest goodwill messages
A) should always be sent confidentially
B) should use an indirect approach
C) can enhance your relationship with customers, colleagues, and other business people
D) all of the above
Answer: C
Diff: 2 Page Ref: 136
42) When writing a goodwill message it is important to
A) back up compliments with praise
B) come across as sincere and honest
C) avoid exaggeration
D) B and C above
Answer: D
Diff: 1 Page Ref: 136
43) Goodwill messages include all of the following except
A) recommendations B) condolences included
C) congratulations D) messages of appreciation
Answer: A
Diff: 2 Page Ref: 136
44) Appreciation messages are very important because they
A) encourage further excellence
B) can become part of a person's personnel file
C) make people feel good
D) all of the above
Answer: D
Diff: 2 Page Ref: 136
45) A condolence message should
A) open with a brief statement of sympathy
B) focus on how difficult and painful things will now be for the reader
C) be written on letterhead
D) all of the above
Answer: A
Diff: 2 Page Ref: 136
46) Workplace instructions or procedures lay out the steps to perform an operation. Examples of procedures include:
A) how to log onto equipment
B) carry on office tasks
C) personal hygiene
D) A and B above
Answer: D
Diff: 2 Page Ref: 138, 139
47) Often procedures begin with a general overview that includes:
A) An overview of the business
B) What the procedures are about
C) Any definition, background information, or specialized language used
D) B and C above
Answer: D
Diff: 2 Page Ref: 138,139
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
48) Planning your message includes analyzing your purpose and your audience.
Answer: TRUE
Diff: 1 Page Ref: 123
49) When you make a routine request, you anticipate that your audience will comply.
Answer: TRUE
Diff: 2 Page Ref: 124
50) For routine requests you should use an indirect approach.
Answer: FALSE
Diff: 2 Page Ref: 124
51) When writing routine requests, your message should be forceful with a demand that your audience comply with your request.
Answer: FALSE
Diff: 1 Page Ref: 124
52) It is a good idea to begin a routine request with a personal introduction. If the readers don't know who you are they are unlikely to comply.
Answer: FALSE
Diff: 3 Page Ref: 124
53) Do not use a question mark for a polite request stated as a question.
Answer: TRUE
Diff: 2 Page Ref: 125
54) When listing a series of questions, you should save the most important ones for last.
Answer: FALSE
Diff: 2 Page Ref: 125
55) Your closing should always include a specific request for action.
Answer: TRUE
Diff: 2 Page Ref: 125
56) Always include a thank you in advance as part of your goodwill closing.
Answer: FALSE
Diff: 3 Page Ref: 125
57) Two of the three types of routine requests include placing orders and requesting information.
Answer: TRUE
Diff: 1 Page Ref: 125, 126
58) When making a request it is important to explain how the request will benefit the readers.
Answer: TRUE
Diff: 2 Page Ref: 126
59) When writing a claim letter, your tone should be angry and upset; otherwise the letter may be ignored.
Answer: FALSE
Diff: 1 Page Ref: 126
60) A claim is a formal complaint that you make when you are dissatisfied with a company's product or service.
Answer: FALSE
Diff: 1 Page Ref: 126
61) The opening of a claim should include a request for a specific action or solution to the problem.
Answer: FALSE
Diff: 3 Page Ref: 126
62) The opening of a claim should clearly state the problem
Answer: TRUE
Diff: 1 Page Ref: 126
63) When making a routine reply or sending a positive message it is important to use an indirect approach to make sure that the audience reads your entire message.
Answer: FALSE
Diff: 2 Page Ref: 129
64) Routine positive messages should be brief with a you-oriented tone.
Answer: TRUE
Diff: 2 Page Ref: 129
65) One of the main goals when sending routine replies and positive messages is to leave your reader with a good impression of your company.
Answer: TRUE
Diff: 2 Page Ref: 131
66) When using the strategy for sending routine replies and positive messages it is acceptable to include negative information only if you are reasonably sure that the audience will still respond positively.
Answer: TRUE
Diff: 2 Page Ref: 131
67) The closing of a positive message should express appreciation or goodwill.
Answer: TRUE
Diff: 1 Page Ref: 131
68) A computerized form letter may actually be more personal and sincere than a quickly written personal reply.
Answer: TRUE
Diff: 2 Page Ref: 131
69) People frequently make up claims in an attempt to win an adjustment from a company. You should always assume that claimants are not telling you the whole truth.
Answer: FALSE
Diff: 3 Page Ref: 131
70) You should respond to a claim differently depending on who is at fault.
Answer: TRUE
Diff: 1 Page Ref: 131, 134
71) When your company is at fault you should explain the problem by saying something like, "Mistakes will happen."
Answer: FALSE
Diff: 2 Page Ref: 131, 132
72) When your company is at fault you should respond to the request for an adjustment by carefully explaining who caused the problem.
Answer: FALSE
Diff: 3 Page Ref: 131, 132
73) If the customer is at fault, you should never grant the requested adjustment. If you do, this will make it seem as if you are acknowledging that your company was at fault when it was not.
Answer: FALSE
Diff: 3 Page Ref: 134
74) If you choose to grant a claim even though the customer is wrong, you should open the letter by acknowledging that the customer caused the problem-bring attention to the fact that your company is not at fault.
Answer: FALSE
Diff: 2 Page Ref: 134
75) Form letters for responding to complaints are never appropriate and should not be used.
Answer: FALSE
Diff: 3 Page Ref: 132, 134
76) You should never honour a claim if a third party is at fault. It makes your company look bad.
Answer: FALSE
Diff: 3 Page Ref: 134
77) When honouring a claim, use an excuse like "Mistakes will happen."
Answer: FALSE
Diff: 2 Page Ref: 133
78) When writing a goodwill message you should be extravagant and even exaggerated in your praise; people like to hear good things about themselves.
Answer: FALSE
Diff: 2 Page Ref: 136
79) It is inappropriate to offer congratulations for a personal event to a business associate, especially if you do not know the reader very well.
Answer: FALSE
Diff: 2 Page Ref: 136
80) Informal written procedures are often sent in memos or letters but never by e-mail due to security concerns.
Answer: FALSE
Diff: 2 Page Ref 138
81) Frequently readers will not read the whole procedure before beginning.
Answer: TRUE
Diff: 2 Page Ref: 140
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
82) The three-steps writing process for routine messages includes __________, __________, and __________.
Answer: Planning; writing; completing
Diff: 2 Page Ref: 123
83) When making a routine request, you should use a/an __________ approach and open with a statement of your request.
Answer: Direct
Diff: 3 Page Ref: 124
84) The closing of a routine request should include a specific request for __________.
Answer: Action
Diff: 2 Page Ref: 125
85) When making a routine request pay particular attention to the sound and feel or the __________ of your sentences. For example, instead of demanding action, soften your requests with words like please and thank you.
Answer: Tone
Diff: 2 Page Ref: 124
86) When placing an order you should specify two addresses, one for __________ and one for __________.
Answer: Delivery; billing
Diff: 2 Page Ref: 126
87) List two of the three types of routine replies and positive messages: __________ and __________.
Answer: Choices here include: 1) granting requests for information and action 2) granting claims and requests for adjustments 3) sending goodwill messages
Diff: 3 Page Ref: 128, 129
88) When you are dissatisfied with a company's product or service you make a formal complaint called a __________.
Answer: Claim
Diff: 3 Page Ref: 126
89) When you make a complaint against a company because of poor service or a defective product, the settling of that complaint (either monetarily or otherwise) is called a/an __________.
Answer: Adjustment
Diff: 3 Page Ref: 126
90) To handle numerous, routine inquiries, companies usually develop computerized __________ responses.
Answer: Form
Diff: 2 Page Ref: 131
91) Even when a third party is at fault, your best response to a request for an adjustment is to __________ the claim.
Answer: Honour (or grant)
Diff: 2 Page Ref: 134
92) Two of the three kinds of goodwill messages include __________ and __________.
Answer: Choices here include: 1) congratulations 2) messages of appreciation (thanks) 3) condolences
Diff: 2 Page Ref: 136
93) Written expressions of sympathy are called __________ letters.
Answer: Condolence
Diff: 2 Page Ref: 136
94) Documenting procedures gives employees guidance in performing __________ and helps companies set performance standards.
Answer: Tasks
Diff: 2 Page Ref: 139
95) Because readers do not always read procedures before beginning it is a good tip to highlight __________ and _________.
Answer: Warnings and Precautions
Diff: 2 Page Ref: 140
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
96) Describe the guidelines to follow for the opening of a routine request.
Answer: Place your request first; pay attention to tone; assume your audience will comply; avoid personal introductions; correctly punctuate questions; and requests be specific
Diff: 3 Page Ref: 124, 125
97) Describe the guidelines to follow in the body of a routine request.
Answer: Explain and justify your request; show how fulfilling the request will benefit the readers; ask the important question first; ask only relevant questions; deal with only one topic per question
Diff: 3 Page Ref: 125, 126
98) Describe the elements that should be included in an effective closing for a routine request.
Answer: Request a specific action; provide contact information; express appreciation and goodwill
Diff: 3 Page Ref: 125
99) Describe the three-step strategy for sending routine replies and positive messages.
Answer: 1) Use a direct approach. Open with your main idea which includes the positive reply or the good news. 2) Then use the body to explain all the relevant details. 3) Finally, close cordially, perhaps highlighting a benefit to your reader.
Diff: 2 Page Ref: 129, 131
100) Explain what you should do when replying to a claim when the customer is at fault.
Answer: First you must decide whether the cost of making the adjustment outweighs the cost of losing this customer's future business. You can refuse the claim and explain your refusal, but remember that refusal will most likely cost you this customer's future business and perhaps the business of many of the customer's friends who will hear only one side of the argument. If you grant the claim, be sure to tactfully try to educate the customer on how to prevent this situation from occurring again. Be careful not to offend the person by being condescending or preachy.
Diff: 2 Page Ref: 134
101) Explain the three recommended ways of responding to a request for an adjustment when a third party is at fault.
Answer: 1) Honour the claim-the best option. The customer is happy, you maintain your good reputation, and you can recoup your costs from the third party. 2) Honour the claim but explain you're not at fault-use this if you want to correct any impression that the damage was caused by your negligence. 3) Refer the claimant to the third party-Avoid this option (it won't satisfy your customer) unless you are trying to dissociate yourself from any legal responsibility.
Diff: 3 Page Ref: 134
102) Explain what you should include in the body of a request message
Answer: You should ask the important questions first, numbering them and listing them logically. Ask only relevant questions so that you don't waste your reader's time. Deal with only one topic per question. Break down multiple requests and provide supporting details in a short separate paragraph. Using headings will help make your reader's task easier.
Diff: 3 Page Ref: 125
103) Explain what computer generated order forms and drafted order letters have in common.
Answer: Many companies make paperless orders by using computer generated order forms that provide necessary information like product descriptions and information such as catalogue numbers, colour, size, and unit price. If you do need to draft an order letter, follow the same format as you would on an order blank. Start with a general request, include specific information in column form, and include total price. Specify the delivery address, especially if it is different from the mailing address. Also, indicate how the material is to be shipped.
Diff: 3 Page Ref: 125, 126
104) Explain why goodwill messages are important.
Answer: Goodwill messages can improve your relationships with customers, colleagues, and other business people. They should be sincere and honest; otherwise, the writer appears interested only in personal gain. Avoid exaggeration, back up compliments with specific points, and be restrained but sincere in your praise.
Diff: 3 Page Ref: 136
105) Briefly explain why appreciation messages are important and what they should include.
Answer: It is important to recognize the contributions of employees, colleagues, suppliers, and other associates. Your praise will make the person feel good and encourage further good work. It also can become part of a person's personnel file. The message should specifically mention the person or persons you want to praise.
Diff: 3 Page Ref: 136
106) Describe the characteristics of a well-written condolence letter.
Answer: Condolence letters should be handwritten on a plain note card. Do not use letterhead. Open with a brief statement of sympathy. In the body, mention the good qualities or positive contributions made by the deceased. In the close, offer your condolences and your best wishes. Keep reminiscences brief. Write tactfully and carefully in your own words.
Diff: 3 Page Ref: 136
107) Fully describe the three step process to writing effective workplace procedures.
Answer: Begin with the planning stage. This is where the writer identifies an action purpose – the purpose is to instruct the reader in how to DO something. Ask yourself “what does the reader know” and “what do they need to know”. Begin with an introduction and introduce any new information the reader needs. List the steps needed to complete the procedure. Next comes the writing section. Make your procedure easy to read by using short paragraphs, putting steps in a list (numbering them when a sequence is needed), dividing tasks into a series of action statements, beginning each step with a command verb, separating explanations from steps, highlighting warnings and precautions and finally using the active and second person voice. In the final step, completing, be sure to keep it brief. Decide what needs to be emphasized. Use heading and subheadings to provide easier access to readers.
Diff: 3 Page Ref: 140, 141
108) Fully describe the options available when you are writing a response to a claim when a Third Party is at Fault.
Answer: The first option is to simply honour the claim. This is often the most attractive because you satisfy your customer, maintain your reputation but bear no cost. The second option is to honour the claim but explain you are not at fault. Finally you can refer the reader to the third party who is at fault. This is useful if you want to disassociate yourself from any legal liability.
Diff: 3 Page Ref: 134