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Business Communication Today, 12e (Bovee/Thill

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Chapter 10 Writing Routine and Positive Messages
1) When making a routine request, you should begin with
A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
Answer: C
Explanation: C) A routine request opens by explaining what you are requesting, followed by
justification for your request, then a brief closing.
Diff: 2
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
2) In the closing section of a routine request, ________ would be out of place.
A) asking a series of questions
B) requesting some specific action
C) expressing your goodwill and appreciation
D) providing your contact information
Answer: A
Explanation: A) Close routine requests with a request for some specific action, information
about how you may be reached, and an expression of appreciation.
Diff: 2
Skill: Concept/Application
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
3) When making a routine request, you should
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.
Answer: B
Explanation: B) What makes a routine request "routine" is that the matter is fairly simple and
straight-forward and you anticipate no resistance from your audience. If you conclude that your
audience is resistant, you need to recognize that your request is not routine and you will need to
take special measures in order to secure compliance.
Diff: 2
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
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4) Which of the following would be the best opening for a routine request?
A) Please send me a summary of last month's east region sales data.
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.
Answer: A
Explanation: A) The first response is best because it is simple, direct, and specific. Note that the
tone is polite and includes the word Please, making sure that the request does not come out
sounding like a demand. Note also that it is a mistake to apologize—routine requests are usually
expected by your audience so an apology is unnecessary.
Diff: 2
Skill: Critical Thinking
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
5) In the body of a routine request, you should
A) beg the reader to grant your request.
B) explain and justify your request.
C) give your sales pitch.
D) explain what will happen if the audience does not do what you are asking.
Answer: B
Explanation: B) The opening of the request is used to state specifically what you are requesting.
This is followed by the body, which provides reasons to justify why you are making the request.
In a routine request, justification typically consists of a few simple and straight-forward
sentences.
Diff: 2
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
6) When asking questions in a request message
A) begin with the least important question and work your way up to the most important.
B) avoid any open-ended questions.
C) begin with the most important question.
D) weave your questions into the rest of the content of your message.
Answer: C
Explanation: C) Your most important question should always come first, followed by any
additional information you might seek. Make sure you include only relevant questions, and limit
each question to one topic only.
Diff: 1
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
2

7) When closing a direct request, you should be sure to include
A) an apology for taking up the reader's time.
B) a mention of your own qualifications or status.
C) the time limits involved in your request.
D) an indication of the consequences of a failure to reply.
Answer: C
Explanation: C) The closing should repeat what is being requested and precisely when a
response is required. Failing to be precise about time leaves open all sorts of possibility for
misunderstanding and confusion.
Diff: 2
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
8) In requesting a sales report from a co-worker, you should
A) use the indirect approach.
B) get straight to the point.
C) maintain a formal style and tone.
D) do all of the above.
Answer: B
Explanation: B) Assuming getting you the sales report is a routine matter that the co-worker
should have no problem delivering, there is no need to launch into elaborate introductions or
explanations for why you are making the request. Simply make the request as directly and briefly
as possible using a polite tone. Make sure that you include all of the information your co-worker
needs to fulfill the request.
Diff: 3
Skill: Application
Objective: 2
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
9) Most simple requests can be handled by explaining
A) what you want to know or want the reader to do.
B) why you're making the request.
C) why it may be in your reader's interest to comply.
D) all of the above.
Answer: D
Explanation: D) Most simple requests can be handled with three message points: what you want
to know or want your audience to do, why you're making the request, and what's in it for your
readers if they help you.
Diff: 2
Skill: Concept/Application
Objective: 2
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
3

D) list that person's address and phone number for ease of contact. you should A) use the opening of your letter to refresh the person's memory.10) A claim is ________. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 12) If you request a recommendation from a person you haven't had contact with recently. B) ask that person's permission. an emotional reaction Answer: C Explanation: C) If you're dissatisfied with a company's product or service. an adjustment is ________. Others do not want to be surprised by the request or burdened by the responsibility of supplying a recommendation for you. A) a goodwill message. C) use the persuasive approach. Answer: B Explanation: B) Some people do not want to be listed as references for privacy reasons. a means to an end B) an emotional reaction. D) use the bad-news approach. preaddressed envelope. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 11) Before volunteering someone's name as a reference. C) describe your relationship with that person. Diff: 2 Skill: Application Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 4 . for example. For all these reasons. B) enclose a stamped. may have taught hundreds of students since he or she last saw you. ask people ahead of time if you can use them as a reference. a settlement of a claim D) an informal complaint. a calculated response C) a formal complaint. to make sure he or she has a clear idea of who you are. or they may even feel that they cannot recommend you. Still others may feel that they do not know you well enough to be listed as a reference. always A) assume you have permission to do so. Answer: A Explanation: A) An old college professor. For that reason it is important to identify yourself by supplying some of the details of your last encounter with the recommender. you can opt to make a claim (a formal complaint) or request an adjustment (a settlement of a claim).

you may state that the recommendation is for a job. including deadline dates. B) providing a detailed description of the faulty merchandise. C) the full name and address of the person to whom the letter should be sent. Answer: C Explanation: C) A clear statement of why the recommendation is needed is what the reader needs to know first. preaddressed envelope. Answer: C Explanation: C) Begin your claim request by stating the problem in clear and precise language. an internship. D) all of the above. B) a statement implying that you're applying for a position. and assume that your audience will give you a fair and reasonable hearing. Include all relevant facts. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 15) When making claims or requesting adjustments. For example. C) a statement on why the recommendation is needed. an application for graduate school. electronic submissions of recommendations are required. B) an indication that you've enclosed a stamped. be sure to include information about when the recommendation is needed. C) providing a straightforward explanation of what the problem is. and dates. Answer: D Explanation: D) In some cases. You can go into the details of the case in a following paragraph. D) threatening legal action if you do not receive a favorable adjustment. figures. so an envelope is not needed. Keep your opening simple. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 5 . you should begin by A) complimenting the company for past service. In addition to a statement of appreciation and information about where to send the recommendation. or membership in some kind of organization. you should include A) an expression of appreciation. D) an apology for bothering the reader. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 14) In closing a request for a recommendation.13) The opening of a request for a recommendation should include A) a buffer.

direct approach B) resistant to. B) use an indirect approach. Answer: C Explanation: C) It is important to close by saying exactly what you require of your reader. Repeat yourself if necessary. A) interested in. you can usually use the direct approach with routine replies and positive messages. your close should A) clearly state how angry and disappointed you are. your readers will generally be ________ what you have to say. C) provide all required details. For example. there is no need to adopt an indirect approach to your message. you can use the ________ in your reply. B) explain the specific details of the problem. but make sure you state your request completely. C) request the specific action required to resolve the problem. you might write: "As stated above. positive messages should do all of the following except A) leave your reader with a good impression. indirect approach Answer: A Explanation: A) Because readers will generally be interested in what you have to say. D) communicate the information or positive news. D) explain that you are planning to seek legal counsel." Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 17) Routine.16) When making a claim or requesting an adjustment. so. an amount of $269. Diff: 1 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 18) When you're writing a routine reply to a positive message. Answer: B Explanation: B) With a routine message you expect full compliance from your reader. direct approach D) in tune with. Diff: 3 Skill: Concept/Application Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing persuasive business messages 6 . I am asking for full compensation for my lawn mower that you lost at your service center. Therefore. indirect approach C) disinterested in.

C) close. state the main idea. Answer: C Explanation: C) The strategy for a positive message is simple: first. rather than tell a customer only that he can't purchase his favorite tennis discontinued racket. For example. Then give necessary details. D) in the last sentence of the letter. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing persuasive business messages 21) If you have mildly disappointing information to deliver as part of a positive message. D) put the negative information last. B) body. C) put the negative information first. Answer: A Explanation: A) A favorable context should not mislead or obfuscate. or considerations should be provided in the body of the message. present the main idea A) in the first sentence of the middle paragraph. be sure to tell him that he can purchase a new model that you think is even better than the original. B) just leave it out. Answer: B Explanation: B) In a positive message your first paragraph should be devoted to expressing your main idea. Any relevant details. you should explain your point completely in the A) introduction. close with a cordial request for specific action.19) In a positive message. you should A) put the negative information in a favorable context. complications. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 20) In a positive message. Finally. Diff: 2 Skill: Synthesis Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 7 . Simply express the negative news in the most positive possible manner. C) right at the beginning of the letter. B) at the end of the middle paragraph. D) None—all parts are usually the same length. fully explaining your point.

B) explain the reasons for any negative information you have included. Diff: 2 Skill: Application Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 24) The close of a routine reply or positive message should A) clearly state who will do what next. you should A) open with the negative information.22) If you have strongly negative information to deliver as part of a positive message. make that action clear in the close. Answer: A Explanation: A) If additional action is required on the part of the reader or yourself. and other information to make sure that the action can be easily accomplished by your audience. Include times. making statements such as. Diff: 2 Skill: Synthesis Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 23) In corresponding with customers. C) put the negative information in a separate message. Resale helps make customers feel good about their purchase. D) all of the above. dates. it is best to resort to an indirect approach of delivering your message. and develop a positive relationship with your company. C) offer an explanation for why this decision was made. Answer: B Explanation: B) Reinforcing the idea that the customer made a wise decision in purchasing your product is an example of resale. D) apologize for having to spoil the moment. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 8 . C) an important part of all negative responses to claim letters. so the audience will be more likely to contact you. D) create some ambiguity. B) a good way to build customer relationships. Answer: B Explanation: B) When you don't think there is a simple way to satisfy your reader after you deliver negative news. addresses. B) use the indirect approach. "Thank you for purchasing the most durable notebook computer you can buy" is A) to be avoided in routine positive messages.

claim grants and requests for adjustment. B) states the main idea. Diff: 1 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 27) Which of the following will not help you write routine messages that promote goodwill? A) Providing information your readers may find helpful B) Using content and tone to provide an element of entertainment C) Including a sales pitch with every routine message D) Making sure that the content and tone of the message are appropriate Answer: C Explanation: C) Routine messages can build goodwill by sharing helpful information and providing an element of entertainment. good-news announcements. and goodwill messages. Diff: 3 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 26) The categories of routine replies and positive messages include all of the following except A) answering requests for information and action. D) sending goodwill messages. The close should also express goodwill toward the audience to make sure that your overall interaction is a positive one.25) The closing section of a positive message A) highlights a benefit to the audience or expresses goodwill. D) provides resale information. Answer: C Explanation: C) Routine and positive messages fall into six main categories: requests for information. routine information. recommendations. B) granting claims and adjustments. C) is the longest part. Diff: 2 Skill: Concept/Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 9 . Answer: A Explanation: A) The closing section should reassure the reader that he or she is in good hands and compliance will result in the best possible resolution of the issue. C) refusing applicants' resumes.

C) don't feel obligated to acknowledge the source of the release. rather than having to rewrite the material in a traditional release. bloggers. rather than having to rewrite the material. D) general purpose tools for communicating directly with customers and other audiences. Diff: 2 Skill: Critical Thinking Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 30) Direct-to-consumer news releases are A) specialized documents used to share relevant information with the news media. B) compliance documents written for governmental regulatory agencies. Diff: 2 Skill: Concept/Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 29) Since a social media release emphasizes bullet-point content over narrative paragraphs. A) keep it brief and superficial. so. B) avoid drawing attention to specific circumstances. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 10 . C) financial statements intended for the use of top corporate managers. Answer: B Explanation: B) Social media releases emphasize bullet-point content over narrative paragraphs. D) rarely take such material seriously. try to specifically mention the person or people you want to praise. and others A) are hesitant to accept the accuracy of the content. B) can assemble their own stories. bloggers. editors. and others can assemble their own stories. editors. C) mention the names of those whom you want to acknowledge. Answer: D Explanation: D) A direct-to-consumer news release is a general-purpose tool for communicating directly with customers and other audiences. D) give yourself a "pat on the back" for taking the time to recognize a job well done. Answer: C Explanation: C) Because a message of appreciation may become an important part of someone's personnel file.28) When you're writing a message of appreciation.

one of your goals is always to leave your audience with a favorable view of you and your company. C) counter the complaint with logical arguments. that is. B) intuitive. he or she will feel better about you and your company. C) neutral. D) enigmatic. C) use hard sell techniques to pressure the reader into making the purchase. they stimulate neither a positive nor a negative response from readers. A) deflect the blame up the supply chain. Answer: B Explanation: B) Maintain a sincere. If the interaction that your reader has is a positive one. D) none of the above. Diff: 1 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 11 . Diff: 2 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 33) Most routine informative messages are A) positive.31) When you're responding to a complaint from a customer and your company is at fault. D) remember that the best defense is a good offense. Answer: A Explanation: A) Even when a sale is not imminent. Answer: C Explanation: C) Most routine communications are neutral. professional demeanor when responding to a complaint. Diff: 2 Skill: Concept/Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 32) When answering requests and a potential sale is involved. B) provide negative information about any possible competitors. one important goal is to A) leave your audience with a good impression of you and your firm. and be more likely to do business with you in the future. B) maintain a professional demeanor.

Then clearly demonstrate that you are taking constructive steps to get the issue resolved. D) the customer is trying to pull a fast one. with blanks left for filling in unique information in neat handwriting. Instead. Answer: D Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. C) the customer is hostile. even with a troublesome issue. Answer: A Explanation: A) A truly helpful and positive interaction with a company can do wonders for a customer relationship. C) use a standard form letter. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 35) When responding to a customer's complaint about one of your company's services. D) avoid blaming anyone in your organization by name. grudging tone. the customer will be even more loyal than before. Individuals who have experienced excellent service.34) When responding to a customer's request for an adjustment. tend to have the experience "imprinted" in their memory and often become extremely loyal customers from that point on. you should A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." B) use a generous. Diff: 3 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 12 . B) the customer's account of the situation is exaggerated. simply acknowledge the complaint and show sympathy without placing blame. it is usually sensible to assume that A) if you handle the situation well.

D) be vague about when the claim may be resolved. So the best approach is to focus on steps to resolve the problem. Diff: 2 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 38) When responding to a request for adjustment when a third party is at fault. C) take (or assign) personal responsibility for setting matters straight.36) When responding to a claim when your company is at fault. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 37) If you plan to grant a claim made by a customer who's clearly at fault. Answer: C Explanation: C) Assuming responsibility for the problem is the best thing you can do. You want to convey the idea that as a representative of the company you are responsible for doing whatever it takes to make the situation right. D) post the situation on social media to discourage future mistakes. B) do all you can to discourage any need for follow-up. the best approach is to A) refuse the claim and suggest that the customer sue the third party. C) scold the customer to discourage future mistakes. C) respond promptly. A) pinpoint the customer's shortcomings to discourage future mistakes. since it can lead to lawsuits. B) discourage future mistakes without insulting the customer. D) honor the claim but explain that your company was not at fault. Answer: B Explanation: B) When you're granting a claim and the customer is at fault. explaining how the problem will be solved. Answer: C Explanation: C) Blame is secondary in this situation to the customer being able to resolve the situation successfully. try to discourage future mistakes without insulting the customer. even if you weren't personally involved in the problem originally. Diff: 2 Skill: Critical Thinking Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 13 . B) refuse the claim but forward the paperwork to the third party. it is best to A) avoid sympathizing with the customer.

D) convince readers that the candidate has the characteristics necessary for the job. it is best to keep your comments on an unspecific. B) include allegations of misconduct in reference letter. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 40) If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation. D) express your concerns via social media. generic level. Answer: D Explanation: D) If you decide to write a letter of recommendation about a job candidate.39) If you decide to write a letter of recommendation about a job candidate. your goal is to convince the employer that the person you're recommending has the characteristics necessary for the job. your goal should be to A) remain neutral about the candidate's suitability for the job. Answer: D Explanation: D) Do not write negative things about a candidate if you cannot show proof that they are true. C) explain why you're qualified to access the candidate. C) elect not to write the recommendation. Diff: 2 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 41) Your comments about a job candidate could be considered defamatory if A) your comments are restricted to job titles and dates of employment. C) you decline to provide a recommendation because of "company policy. Unless your relationship with the person warrants an explanation. simply suggest that someone else might be in a better position to provide a recommendation. Answer: C Explanation: C) Any refusal to write the letter should be done politely and as kindly as possible. B) you omit important negative information about the candidate in a recommendation letter. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing persuasive business messages 14 . you should A) avoid mentioning them in the letter of reference. B) boost the job candidate's sense of self-worth and well-being. If you can't categorically prove your charges." D) you cannot prove that those comments are true.

D) temper them with comments on areas for improvement. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 15 . data. the person's employer may take action against you for being less than forthcoming. B) has led some employers to sue after hiring the candidate and discovering problems.42) Excluding important negative information about a candidate in a recommendation letter A) is expected—otherwise no one would be able to get a good job. Answer: C Explanation: C) The body of the message should include all times. C) use the body of the message to provide all the necessary details. you should A) assume that employees will have a neutral response. D) is okay. as long as you explain to the candidate that you are doing it. B) keep them broad and general. you should A) feel free to exaggerate. dates. Answer: B Explanation: B) Failing to warn future employers about criminal or unethical behavior on the part of candidate can result in legal problems. B) use the indirect approach. Answer: C Explanation: C) Compliments have a lot more impact when they refer to specific accomplishments. D) do all of the above. and specifications that are needed for fully responding or complying with the policy changes. Diff: 3 Skill: Concept Objective: 4 AACSB: Ethical Understanding and Reasoning Abilities Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 43) If you are sending an informative memo to employees about policy statements or procedural changes. For example. C) is the only way to prevent the candidate from suing you. C) back them up with specific points. if you fail to reveal that a candidate was guilty of sexual harassment while he worked for you. Diff: 2 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 44) When offering compliments in a goodwill message.

Answer: TRUE Explanation: Your first paragraph should specify exactly what you need. Diff: 1 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 47) When making a direct request. Keeping the message simple. Answer: FALSE Explanation: Routine messages are considered routine because there appear to be no obstacles to compliance. Details and justification for your request should be reserved for the paragraph that follows. so they require the utmost in care and respect for your reader. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 46) In most cases. and sincere will help you achieve the right tone. and sincere. Therefore. Answer: C Explanation: C) Condolences are the most personal business messages you may ever have to write. simple. short.45) Condolence messages should A) focus on your own sense of loss. D) always be sent via electronic media. when making routine requests you should assume that the audience will not comply. Diff: 1 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 16 . you should state what you want in the first sentence or two and then follow with an explanation. B) avoid referring to the deceased. C) be short. you should always assume that your audience will have no problem complying.

Diff: 2 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 49) As you explain and justify your request. the most important questions should come first. your tone should be polite. including any dates or deadlines that are relevant to the request. friendly. Answer: TRUE Explanation: Pointing out the benefit to the reader in complying with the message helps motivate the reader to take action. Never use a tone that makes your request sound like a demand. Diff: 1 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 50) If the middle section of your request letter contains a series of questions. you should omit stating specific deadlines to avoid putting too much pressure on your reader. For a simple message. it is not necessary to pay attention to your tone when writing them. the most important question should be saved for last. Answer: FALSE Explanation: It is important to give your reader as much information as possible. Diff: 2 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 51) In the final section of a request message. Answer: FALSE Explanation: Tone is important in all business correspondence.48) Because routine messages are so common in business. Answer: FALSE Explanation: If there are questions to be asked in a request letter. and respectful. How can you hope to get a timely response if you don't set a deadline for action on your request? Diff: 2 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 17 . you should try to point out how complying with the request could benefit the reader.

Outsiders are unfamiliar with the ways your organization does business. you should check about providing a recommendation even with someone you know well and are in frequent contact with. Therefore. Answer: TRUE Explanation: You can be less formal when you are dealing with people you know. it is still a good idea to make sure that the current recommendation is something that he or she feels comfortable doing before listing the referral. Answer: FALSE Explanation: You should never list someone as a reference without getting his or her permission first. Diff: 1 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 54) Due to potential legal problems.52) Requests sent to individuals outside your organization should be more formal than those sent internally. Even if someone has recommended you in the past. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 18 . so keep communication with outsiders at a formal level to decrease the possibility of misunderstanding. Answer: TRUE Explanation: Some recommenders work for companies that forbid the writing of recommendations. many companies have a policy that prevents employees from providing recommendation letters. Diff: 1 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 53) It is not necessary to ask someone's permission before listing his or her name as a job reference.

Note that you should save both the documents that you write and the documents that were written to you. so be sure to include all links and URLs the person needs to provide the recommendation. Answer: TRUE Explanation: It is critical to have an accurate record of your interaction with the company. Answer: TRUE Explanation: Start with the default presumption that your are dealing with fair and honorable people. you should document your initial complaint and every correspondence after that. that many job and scholarship positions now can be applied for electronically. This avoids disputes about "who said what and when" later on in the process. Answer: TRUE Explanation: Keep in mind. If your correspondent begins to behave in ways that are less than fair and honorable. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 57) When writing a claim letter.55) If you are writing to someone to request a recommendation letter for a job or scholarship. however. you should include a stamped. Diff: 2 Skill: Application Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 56) When making a claim or requesting an adjustment from a company. you can simply go to the record and reconstruct what happened. If you have a disagreement about facts. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 19 . you can adjust your attitude accordingly. you should assume that you will receive a fair adjustment. preaddressed envelope for mailing.

Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 60) The best opening for a positive message includes the single most important information you need to give the audience. Keep in mind that if. but your audience will appreciate your informing them of the situation so they can make alternate plans. Answer: FALSE Explanation: Routine messages can be both positive and negative. you are missing a receipt you can often produce a credit card statement of the purchase to back up your claim.58) When responding to claim letters. Answer: TRUE Explanation: Documentation of your version of the facts using official sales items is often critical to your case. Answer: TRUE Explanation: In a positive message. sales receipts. and so on and to send copies to the company and keep the originals. This may be unfortunate. There is nothing to be gained by being indirect. Answer: TRUE Explanation: The company will tend to contest your version of the facts only if you have misrepresented them in some way. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 59) It's best to back up all claims and requests for adjustments with invoices. For example. companies usually accept the customer's explanation of the problem. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 20 . It can save you a lot of trouble as the process continues. for example. Diff: 2 Skill: Application Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 61) A routine positive message should never include negative information. in a routine message you may need to state that you will not be able to attend a future meeting. include your main idea right up front. So be sure to give an honest and fair retelling of the situation in the beginning of your message.

Assure the customer that you will do your best to resolve the problem. a courteous tone is less important. Answer: FALSE Explanation: Your response to a third party causing a problem varies on business agreements your company has with that third party. and end up giving your company a bad name. Any rudeness on your part can be reported by the customer to friends. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 64) When a third party is at fault in a claim. Answer: TRUE Explanation: Some companies prohibit their employees from writing recommendations. A positive experience does wonders in creating customer loyalty. or (b) recommendations that fail to disclose criminal or ethical problems of candidates. social networks. no matter who was at fault. Answer: FALSE Explanation: A courteous tone is required for all company correspondence. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 21 . Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 65) Recommendation letters have created so many legal problems that many companies no longer allow employees to write them. he or she will most likely not return to your business. This absolves the companies of the legal problems that can come from recommendations that (a) make unjustified claims about a candidate. etc. family. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 63) In a letter agreeing to make an adjustment even though the buyer technically was at fault. the best approach is always to refer the customer to that party to resolve the problem. Answer: FALSE Explanation: Resolving problems fairly can often cause a dissatisfied customer to become a loyal customer. whether it involves a referral to the third party or not.62) Even when you grant a dissatisfied customer's request for adjustment.

Answer: FALSE Explanation: Goodwill messages can be critical for building relationships in the future. you should not send a note to congratulate her on the achievement. be sure that all announcements are given in courteous language and show respect to all that are involved. it is not necessary to worry too much about the reader's attitude toward the information. Answer: FALSE Explanation: A letter of congratulation is always appreciated. Since you do not know her well. Diff: 2 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 22 . Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 67) Goodwill messages were once common in business. That said. A thoughtful note also can help initiate a relationship that might prove to be beneficial to both parties. Diff: 1 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 68) A new co-worker recently won a prestigious award for her work on green technologies. but are now mostly regarded as a waste of time. he or she will be much more likely to do business with it in the future. Answer: TRUE Explanation: The reader can interpret the message in any way that he or she likes.66) Because informative messages such as meeting announcements and reminder notices are generally neutral. If a person has a positive feeling about your company. even by those whom you don't know well.

do not use electronic media. Diff: 1 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 23 . The body that follows should explain why the action needs to be carried out. so don't delay. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 70) Timing and media choice are important considerations with condolence letters. And unless circumstances absolutely leave you no choice. Answer: TRUE Explanation: The sooner your message is received. Answer: direct Explanation: By nature. A letter of appreciation shows that someone cared enough about the person to take the trouble to write. Diff: 2 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 71) In a routine request. with the main idea at the beginning of the message. Answer: body Explanation: The opening should specify what you want the audience to do. the more comforting it will be. one of the best things they can have in their personnel file is a letter of appreciation. Diff: 2 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 72) Most routine requests in business should be organized using the ________ approach. Answer: TRUE Explanation: When employees come up for evaluation.69) A message of appreciation can become an important part of someone's personnel file. the ________ of the message should contain an explanation of what you are asking the audience to do. routine requests are simple and uncomplicated and usually do not require anything more than a direct approach.

Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 76) If your routine message must convey some mildly disappointing information. An adjustment is a settlement of the claim. a scholarship. Make sure that the negative information is fully communicated. or claim settlement.73) You may need to obtain a letter of recommendation for a new job. it may or may not be judged to be credible by the company involved. It is also important to emphasize positive factors that impact the situation. Answer: adjustment Explanation: Once a claim is made. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 24 . banks require a recommendation letter to vouch for the borrower. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 75) Dissatisfied customers can request a(n) ________. or ________ from a bank. marking that the issue has been resolved. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 74) Customers who are dissatisfied with a company's product or service make a(n) ________. it is best to frame it in the most positive light possible. a promotion. or formal complaint. Answer: favorable Explanation: To soften the impact of negative information. put the negative portion into as ________ a context as possible. Answer: letter of credit Explanation: When businesses need to borrow money. Answer: claim Explanation: A claim against a company is a formal complaint of something that went wrong or something that was not handled correctly.

including charges of ________ against employers who share negative information about candidates. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 78) Businesses often receive requests for claims and adjustments when a ________ ________ is at fault. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 25 . The body of a message is a good place to position resale comments. praising the customer for a choice well made. the best thing to do when a third party problem arises is to refer the customer directly to the third party. make sure that you have documented proof about anything negative you say about a candidate in a letter of recommendation. Answer: defamation Explanation: Charges of defamation can be leveled if the person writing a letter of recommendation states negative things about a candidate that are unfounded. In other cases. Answer: third party Explanation: Third party situations can be complicated. Answer: resale Explanation: Resale is an approach that tends to promote customer loyalty by making the customer feel good about a purchase. What you do typically depends on the policy your company has with respect to the third party you are dealing with. assuring the customer of the wisdom of his or her purchase selection. Diff: 1 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 79) Writing letters of recommendation can lead to serious legal problems. and neither the company nor the customer is to blame. For this reason. your company may assume responsibility to resolve third party problems.77) The body of a positive message is a good place to use ________. In some cases.

Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 81) Unlike a traditional press release. it issues a press release to let the media and the public know about the device. a(n) ________ ________ release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 26 . Answer: press release Explanation: Companies often issue a press release when they have good news to announce. Answer: goodwill Explanation: Goodwill messages are intended to build relationships for the future rather than focus on some specific current transaction or business opportunity. So it is best to focus on a bare-bones. bullet-point features in a social media release to let bloggers and others draw their own conclusions. when a tech company comes out with a new device. in which they communicate directly with customers and other audiences instead of going through the media. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities. For example. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities. Use of IT Learning Outcome: Describe strategies for developing routine and positive messages 83) Friendly notes with no direct business purpose. Use of IT Learning Outcome: Describe strategies for developing routine and positive messages 82) Thanks to the Internet and social media. such as those conveying congratulations or thanks. are called ________ messages. rather than relying on the media to interpret the release for them. many companies now rely on ________ news releases.80) A(n) ________ ________ is a specialized document used to share relevant information with the local or national news media. Answer: direct-to-consumer Explanation: The proliferation of social media has empowered the general public to do its own evaluation of new items directly. Answer: social media Explanation: Bloggers who rely on social media for information typically like to put their own slant on a story.

Answer: appreciation Explanation: One of the best things you can do for a person you have done business with is write a letter of appreciation. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 85) Messages of ________ need not be poetic to express sympathy. Diff: 2 Skill: Application Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 27 . provide contact information. Answer: In preparing the opening of a routine request in the direct format. it is important to pay attention to tone and to avoid demanding action. Answer: condolence Explanation: The important thing with a condolence letter is to show that you care. Diff: 2 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 86) List four guidelines to follow in preparing the opening of a routine request in the direct format. and be specific about what you want. and express appreciation and goodwill. The style and content of a condolence letter is not important as long as it is sincere and heartfelt. describing how the person helped you.84) Messages of ________ recognize the contributions of employees or business associates. Appreciation letters are looked at as strong references for any person being evaluated. Diff: 3 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 87) In emailing a vendor for an update on the ship date of your order. You should also assume that your audience will comply. what elements should you include in the closing of your request? Answer: The closing for an effective routine request should request specific action.

Use of IT Learning Outcome: Describe strategies for developing routine and positive messages 91) What three goals should you have when answering routine requests and a potential sale is involved? Answer: Your goals should be: (1) to respond to the inquiry and answer all questions. and (3) to encourage the future sale.88) List the three major categories of common routine requests. Diff: 2 Skill: Synthesis Objective: 3 AACSB: Communication Abilities. close with a specific account of what you expect. The message is generally positive. Diff: 2 Skill: Application Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 90) You're preparing an internal blog posting providing information on this year's annual company picnic. Answer: Start with a clear statement of your reason for writing. but you need to say that—unlike past picnics —the event will not be catered. Answer: The three major types of routine requests are (1) requesting information and action. mildly disappointing information should be placed in as favorable a context as possible. and (3) making claims and requesting adjustments. (2) to leave your reader with a good impression of you and your firm. Finally. Then provide whatever explanation is needed to justify your request. Diff: 2 Skill: Concept Objective: 2 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 89) Describe the three-step strategy for requesting information and action. (2) asking for recommendations. Diff: 2 Skill: Concept Objective: 3 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 28 . and include a deadline if appropriate. What approach is best for conveying mildly disappointing information such as this in the context of a positive message? Answer: In a generally positive routine message.

the recipient doesn't want your advice. The challenge is to diplomatically remind the customer of proper usage without being condescending or preachy. you want to discourage such claims in the future by steering the customer in the right direction. many organizations now create direct-to-consumer news releases in which they communicate directly with customers and other audiences. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities. don't offer "life advice. The problem has become so complex that many companies now prohibit employees from providing recommendations. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 93) Briefly explain how the Internet and social media have changed the nature of the news release. First. don't bring religion into the discussion unless you have a close personal relationship with the recipient and religion is already a part of your relationship. Use of IT Learning Outcome: Describe strategies for developing routine and positive messages 94) What potential legal problem can result from writing a critical recommendation letter? Answer: Negative letters of recommendation have led to many successful defamation lawsuits by former employees. soon after the loss. Answer: Whereas companies once wrote news releases to provide information to reporters. you don't want to imply that you will grant similar claims in the future. what should you try to accomplish in the body of your message? Answer: In the body of the message. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 95) What should you keep in mind when you're deciding what to include in a message of condolence? Answer: As you decide what to include in the message. and offer several advantages over traditional news releases. Social media releases are also more popular. Finally. At this point." and don't include trite sayings that you may have heard or read. only your sympathy. Second.92) In responding favorably to a claim even though the customer was at fault. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 29 . Also. make it a personal expression of sympathy. keep the following points in mind. but don't make the whole message about you and your sense of loss.

(2) the position or other objective the candidate seeks. but remember that refusal will most likely cost you this customer and perhaps the business of many of the customer's friends who will hear only one side of the argument. Answer: A successful recommendation letter includes (1) the candidate's full name. Be careful not to offend the person by being condescending or preachy. You can refuse the claim and explain your refusal. rather than confuse the reader by asking too much at once. (5) a comparison of this candidate's potential with that of peers. tactfully educate the customer on how to prevent this situation from occurring again. Finally. it is best to break it down into specific. (3) the nature of your relationship with the candidate. Diff: 3 Skill: Application Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 98) Explain what you should include in an effective recommendation letter. individual questions so that the reader can address each one separately.96) Many routine requests have several parts. Both of these strategies usually expedite the handling of your request. and (6) your overall evaluation of the candidate's suitability for the opportunity. Answer: First you must decide whether the cost of making the adjustment outweighs the cost of losing this customer's future business. Diff: 3 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 97) Explain what you should do when replying to a claim when the customer is at fault. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 30 . it is helpful to deal with only one topic per question. What guidelines should you keep in mind when your request contains a series of questions? Answer: It is important to ask the most important questions first and to ask only relevant questions. (4) facts and evidence relevant to the candidate and the opportunity. This shows respect for your audience's time but also gets a more accurate answer in less time. If you grant the claim. open with the good news. In the body. If you have an unusual or complex request.

suppliers. colleagues. and other associates. and be restrained but sincere in your praise. Your praise will make the person feel good and encourage further excellence. and other businesspersons. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 31 .99) Explain why goodwill messages are important. They should be sincere and honest—otherwise the writer appears interested only in personal gain. then describe at least two characteristics of effective goodwill messages. Answer: Goodwill messages can improve your relationships with customers. These messages can also become part of an employee's personnel file. Diff: 3 Skill: Concept Objective: 4 AACSB: Communication Abilities Learning Outcome: Describe strategies for developing routine and positive messages 100) Why are appreciation messages important? What should they include? Answer: It is important to recognize the contributions of employees. colleagues. back up compliments with specific points. "You're terrific!" will detract from your credibility in these messages. Avoid exaggeration. and documents the person's contributions. Saying things like. The message should specifically mention the person or persons you want to praise.