Professional Documents
Culture Documents
1
Copyright © 2014 Pearson Education, Inc.
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
2
Copyright © 2014 Pearson Education, Inc.
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
3
Copyright © 2014 Pearson Education, Inc.
10) A claim is ________; an adjustment is ________.
A) a goodwill message; a means to an end
B) an emotional reaction; a calculated response
C) a formal complaint; a settlement of a claim
D) an informal complaint; an emotional reaction
Answer: C
Explanation: C) If you're dissatisfied with a company's product or service, you can opt to make a
claim (a formal complaint) or request an adjustment (a settlement of a claim).
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, you
should
A) use the opening of your letter to refresh the person's memory.
B) enclose a stamped, preaddressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
Answer: A
Explanation: A) An old college professor, for example, may have taught hundreds of students
since he or she last saw you. For that reason it is important to identify yourself by supplying
some of the details of your last encounter with the recommender, to make sure he or she has a
clear idea of who you are.
Diff: 2
Skill: Application
Objective: 2
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
4
Copyright © 2014 Pearson Education, Inc.
13) The opening of a request for a recommendation should include
A) a buffer.
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.
Answer: C
Explanation: C) A clear statement of why the recommendation is needed is what the reader
needs to know first. For example, you may state that the recommendation is for a job, an
application for graduate school, an internship, or membership in some kind of organization.
Diff: 2
Skill: Concept
Objective: 2
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
5
Copyright © 2014 Pearson Education, Inc.
16) When making a claim or requesting an adjustment, your close should
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.
Answer: C
Explanation: C) It is important to close by saying exactly what you require of your reader.
Repeat yourself if necessary, but make sure you state your request completely. For example, you
might write: "As stated above, I am asking for full compensation for my lawn mower that you
lost at your service center, an amount of $269."
Diff: 2
Skill: Concept
Objective: 2
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, your readers will generally be
________ what you have to say, so. you can use the ________ in your reply.
A) interested in; direct approach
B) resistant to; indirect approach
C) disinterested in; direct approach
D) in tune with; indirect approach
Answer: A
Explanation: A) Because readers will generally be interested in what you have to say, you can
usually use the direct approach with routine replies and positive messages.
Diff: 3
Skill: Concept/Application
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing persuasive business messages
6
Copyright © 2014 Pearson Education, Inc.
19) In a positive message, present the main idea
A) in the first sentence of the middle paragraph.
B) at the end of the middle paragraph.
C) right at the beginning of the letter.
D) in the last sentence of the letter.
Answer: C
Explanation: C) The strategy for a positive message is simple: first, state the main idea. Then
give necessary details. Finally, close with a cordial request for specific action.
Diff: 2
Skill: Concept
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
20) In a positive message, you should explain your point completely in the
A) introduction.
B) body.
C) close.
D) None—all parts are usually the same length.
Answer: B
Explanation: B) In a positive message your first paragraph should be devoted to expressing your
main idea. Any relevant details, complications, or considerations should be provided in the body
of the message, fully explaining your point.
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, you
should
A) put the negative information in a favorable context.
B) just leave it out.
C) put the negative information first.
D) put the negative information last.
Answer: A
Explanation: A) A favorable context should not mislead or obfuscate. Simply express the
negative news in the most positive possible manner. For example, rather than tell a customer
only that he can't purchase his favorite tennis discontinued racket, be sure to tell him that he can
purchase a new model that you think is even better than the original.
Diff: 2
Skill: Synthesis
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
7
Copyright © 2014 Pearson Education, Inc.
22) If you have strongly negative information to deliver as part of a positive message, you should
A) open with the negative information.
B) use the indirect approach.
C) put the negative information in a separate message.
D) apologize for having to spoil the moment.
Answer: B
Explanation: B) When you don't think there is a simple way to satisfy your reader after you
deliver negative news, it is best to resort to an indirect approach of delivering your message.
Diff: 2
Skill: Synthesis
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
23) In corresponding with customers, making statements such as, "Thank you for purchasing the
most durable notebook computer you can buy" is
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) all of the above.
Answer: B
Explanation: B) Reinforcing the idea that the customer made a wise decision in purchasing your
product is an example of resale. Resale helps make customers feel good about their purchase,
and develop a positive relationship with your company.
Diff: 2
Skill: Application
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
8
Copyright © 2014 Pearson Education, Inc.
25) The closing section of a positive message
A) highlights a benefit to the audience or expresses goodwill.
B) states the main idea.
C) is the longest part.
D) provides resale information.
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. The close should also
express goodwill toward the audience to make sure that your overall interaction is a positive one.
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.
B) granting claims and adjustments.
C) refusing applicants' resumes.
D) sending goodwill messages.
Answer: C
Explanation: C) Routine and positive messages fall into six main categories: requests for
information, claim grants and requests for adjustment, recommendations, routine information,
good-news announcements, and goodwill messages.
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.
Diff: 2
Skill: Concept/Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
9
Copyright © 2014 Pearson Education, Inc.
28) When you're writing a message of appreciation,
A) keep it brief and superficial.
B) avoid drawing attention to specific circumstances.
C) mention the names of those whom you want to acknowledge.
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, try to specifically mention the person or people you want to praise.
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,
bloggers, editors, and others
A) are hesitant to accept the accuracy of the content.
B) can assemble their own stories, rather than having to rewrite the material.
C) don't feel obligated to acknowledge the source of the release.
D) rarely take such material seriously.
Answer: B
Explanation: B) Social media releases emphasize bullet-point content over narrative paragraphs;
so, bloggers, editors, and others can assemble their own stories, rather than having to rewrite the
material in a traditional release.
Diff: 2
Skill: Critical Thinking
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
10
Copyright © 2014 Pearson Education, Inc.
31) When you're responding to a complaint from a customer and your company is at fault,
A) deflect the blame up the supply chain.
B) maintain a professional demeanor.
C) counter the complaint with logical arguments.
D) remember that the best defense is a good offense.
Answer: B
Explanation: B) Maintain a sincere, 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, one important goal is to
A) leave your audience with a good impression of you and your firm.
B) provide negative information about any possible competitors.
C) use hard sell techniques to pressure the reader into making the purchase.
D) none of the above.
Answer: A
Explanation: A) Even when a sale is not imminent, one of your goals is always to leave your
audience with a favorable view of you and your company. If the interaction that your reader has
is a positive one, he or she will feel better about you and your company, and be more likely to do
business with you in the future.
Diff: 2
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
11
Copyright © 2014 Pearson Education, Inc.
34) When responding to a customer's request for an adjustment, it is usually sensible to assume
that
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.
Answer: A
Explanation: A) A truly helpful and positive interaction with a company can do wonders for a
customer relationship. Individuals who have experienced excellent service, even with a
troublesome issue, tend to have the experience "imprinted" in their memory and often become
extremely loyal customers from that point on.
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, you
should
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat
handwriting.
D) avoid blaming anyone in your organization by name.
Answer: D
Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal
and/or ethical problems in the future. Instead, simply acknowledge the complaint and show
sympathy without placing blame. Then clearly demonstrate that you are taking constructive steps
to get the issue resolved.
Diff: 3
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
12
Copyright © 2014 Pearson Education, Inc.
36) When responding to a claim when your company is at fault, it is best to
A) avoid sympathizing with the customer, since it can lead to lawsuits.
B) do all you can to discourage any need for follow-up.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
Answer: C
Explanation: C) Assuming responsibility for the problem is the best thing you can do, even if
you weren't personally involved in the problem originally. 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.
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,
A) pinpoint the customer's shortcomings to discourage future mistakes.
B) discourage future mistakes without insulting the customer.
C) scold the customer to discourage future mistakes.
D) post the situation on social media to discourage future mistakes.
Answer: B
Explanation: B) When you're granting a claim and the customer is at fault, try to discourage
future mistakes without insulting the customer.
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, the best approach
is to
A) refuse the claim and suggest that the customer sue the third party.
B) refuse the claim but forward the paperwork to the third party.
C) respond promptly, explaining how the problem will be solved.
D) honor the claim but explain that your company was not at fault.
Answer: C
Explanation: C) Blame is secondary in this situation to the customer being able to resolve the
situation successfully. So the best approach is to focus on steps to resolve the problem.
Diff: 2
Skill: Critical Thinking
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
13
Copyright © 2014 Pearson Education, Inc.
39) If you decide to write a letter of recommendation about a job candidate, your goal should be
to
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 that the candidate has the characteristics necessary for the job.
Answer: D
Explanation: D) 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.
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, you should
A) avoid mentioning them in the letter of reference.
B) include allegations of misconduct in reference letter.
C) elect not to write the recommendation.
D) express your concerns via social media.
Answer: C
Explanation: C) Any refusal to write the letter should be done politely and as kindly as possible.
Unless your relationship with the person warrants an explanation, simply suggest that someone
else might be in a better position to provide a recommendation.
Diff: 2
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
14
Copyright © 2014 Pearson Education, Inc.
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.
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.
Answer: B
Explanation: B) Failing to warn future employers about criminal or unethical behavior on the
part of candidate can result in legal problems. For example, if you fail to reveal that a candidate
was guilty of sexual harassment while he worked for you, the person's employer may take action
against you for being less than forthcoming.
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, you should
A) assume that employees will have a neutral response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) do all of the above.
Answer: C
Explanation: C) The body of the message should include all times, dates, data, and
specifications that are needed for fully responding or complying with the policy changes.
Diff: 2
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
15
Copyright © 2014 Pearson Education, Inc.
45) Condolence messages should
A) focus on your own sense of loss.
B) avoid referring to the deceased.
C) be short, simple, and sincere.
D) always be sent via electronic media.
Answer: C
Explanation: C) Condolences are the most personal business messages you may ever have to
write, so they require the utmost in care and respect for your reader. Keeping the message
simple, short, and sincere will help you achieve the right tone.
Diff: 2
Skill: Concept
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
46) In most cases, when making routine requests you should assume that the audience will not
comply.
Answer: FALSE
Explanation: Routine messages are considered routine because there appear to be no obstacles to
compliance. Therefore, you should always assume that your audience will have no problem
complying.
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, you should state what you want in the first sentence or two
and then follow with an explanation.
Answer: TRUE
Explanation: Your first paragraph should specify exactly what you need. Details and justification
for your request should be reserved for the paragraph that follows.
Diff: 1
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
16
Copyright © 2014 Pearson Education, Inc.
48) Because routine messages are so common in business, it is not necessary to pay attention to
your tone when writing them.
Answer: FALSE
Explanation: Tone is important in all business correspondence. For a simple message, your tone
should be polite, friendly, and respectful. Never use a tone that makes your request sound like a
demand.
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, you should try to point out how complying with the
request could benefit the reader.
Answer: TRUE
Explanation: Pointing out the benefit to the reader in complying with the message helps
motivate the reader to take action.
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, the most important
question should be saved for last.
Answer: FALSE
Explanation: If there are questions to be asked in a request letter, the most important questions
should come first.
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, you should omit stating specific deadlines to avoid
putting too much pressure on your reader.
Answer: FALSE
Explanation: It is important to give your reader as much information as possible, including any
dates or deadlines that are relevant to the request. 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
Copyright © 2014 Pearson Education, Inc.
52) Requests sent to individuals outside your organization should be more formal than those sent
internally.
Answer: TRUE
Explanation: You can be less formal when you are dealing with people you know. Outsiders are
unfamiliar with the ways your organization does business, so keep communication with outsiders
at a formal level to decrease the possibility of misunderstanding.
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.
Answer: FALSE
Explanation: You should never list someone as a reference without getting his or her permission
first. Even if someone has recommended you in the past, 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.
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, many companies have a policy that prevents employees
from providing recommendation letters.
Answer: TRUE
Explanation: Some recommenders work for companies that forbid the writing of
recommendations. Therefore, you should check about providing a recommendation even with
someone you know well and are in frequent contact with.
Diff: 2
Skill: Concept
Objective: 2
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
18
Copyright © 2014 Pearson Education, Inc.
55) If you are writing to someone to request a recommendation letter for a job or scholarship,
you should include a stamped, preaddressed envelope for mailing.
Answer: TRUE
Explanation: Keep in mind, however, that many job and scholarship positions now can be
applied for electronically, so be sure to include all links and URLs the person needs to provide
the recommendation.
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 should document
your initial complaint and every correspondence after that.
Answer: TRUE
Explanation: It is critical to have an accurate record of your interaction with the company. This
avoids disputes about "who said what and when" later on in the process. If you have a
disagreement about facts, you can simply go to the record and reconstruct what happened. Note
that you should save both the documents that you write and the documents that were written to
you.
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, you should assume that you will receive a fair adjustment.
Answer: TRUE
Explanation: Start with the default presumption that your are dealing with fair and honorable
people. If your correspondent begins to behave in ways that are less than fair and honorable, you
can adjust your attitude accordingly.
Diff: 2
Skill: Concept
Objective: 2
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
19
Copyright © 2014 Pearson Education, Inc.
58) When responding to claim letters, companies usually accept the customer's explanation of the
problem.
Answer: TRUE
Explanation: The company will tend to contest your version of the facts only if you have
misrepresented them in some way. So be sure to give an honest and fair retelling of the situation
in the beginning of your message. It can save you a lot of trouble as the process continues.
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, sales receipts, and
so on and to send copies to the company and keep the originals.
Answer: TRUE
Explanation: Documentation of your version of the facts using official sales items is often
critical to your case. Keep in mind that if, for example, you are missing a receipt you can often
produce a credit card statement of the purchase to back up your claim.
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.
Answer: TRUE
Explanation: In a positive message, include your main idea right up front. There is nothing to be
gained by being indirect.
Diff: 2
Skill: Application
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
20
Copyright © 2014 Pearson Education, Inc.
62) Even when you grant a dissatisfied customer's request for adjustment, he or she will most
likely not return to your business.
Answer: FALSE
Explanation: Resolving problems fairly can often cause a dissatisfied customer to become a
loyal customer. A positive experience does wonders in creating customer loyalty.
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, a
courteous tone is less important.
Answer: FALSE
Explanation: A courteous tone is required for all company correspondence, no matter who was at
fault. Any rudeness on your part can be reported by the customer to friends, family, social
networks, etc. and end up giving your company a bad name.
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, the best approach is always to refer the customer to
that party to resolve the problem.
Answer: FALSE
Explanation: Your response to a third party causing a problem varies on business agreements
your company has with that third party. Assure the customer that you will do your best to resolve
the problem, whether it involves a referral to the third party or not.
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.
Answer: TRUE
Explanation: Some companies prohibit their employees from writing recommendations. This
absolves the companies of the legal problems that can come from recommendations that (a)
make unjustified claims about a candidate, or (b) recommendations that fail to disclose criminal
or ethical problems of candidates.
Diff: 2
Skill: Concept
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
21
Copyright © 2014 Pearson Education, Inc.
66) Because informative messages such as meeting announcements and reminder notices are
generally neutral, it is not necessary to worry too much about the reader's attitude toward the
information.
Answer: TRUE
Explanation: The reader can interpret the message in any way that he or she likes. That said, be
sure that all announcements are given in courteous language and show respect to all that are
involved.
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, but are now mostly regarded as a waste
of time.
Answer: FALSE
Explanation: Goodwill messages can be critical for building relationships in the future. If a
person has a positive feeling about your company, he or she will be much more likely to do
business with it in the future.
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. Since
you do not know her well, you should not send a note to congratulate her on the achievement.
Answer: FALSE
Explanation: A letter of congratulation is always appreciated, even by those whom you don't
know well. A thoughtful note also can help initiate a relationship that might prove to be
beneficial to both parties.
Diff: 2
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
22
Copyright © 2014 Pearson Education, Inc.
69) A message of appreciation can become an important part of someone's personnel file.
Answer: TRUE
Explanation: When employees come up for evaluation, one of the best things they can have in
their personnel file is a letter of appreciation. A letter of appreciation shows that someone cared
enough about the person to take the trouble to write.
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.
Answer: TRUE
Explanation: The sooner your message is received, the more comforting it will be, so don't
delay. And unless circumstances absolutely leave you no choice, do not use electronic media.
Diff: 2
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
71) In a routine request, the ________ of the message should contain an explanation of what you
are asking the audience to do.
Answer: body
Explanation: The opening should specify what you want the audience to do. The body that
follows should explain why the action needs to be carried out.
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, with
the main idea at the beginning of the message.
Answer: direct
Explanation: By nature, routine requests are simple and uncomplicated and usually do not
require anything more than a direct approach.
Diff: 1
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
23
Copyright © 2014 Pearson Education, Inc.
73) You may need to obtain a letter of recommendation for a new job, a promotion, a
scholarship, or ________ from a bank.
Answer: letter of credit
Explanation: When businesses need to borrow money, 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
74) Customers who are dissatisfied with a company's product or service make a(n) ________, or
formal complaint.
Answer: claim
Explanation: A claim against a company is a formal complaint of something that went wrong or
something that was not handled correctly.
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, put the
negative portion into as ________ a context as possible.
Answer: favorable
Explanation: To soften the impact of negative information, it is best to frame it in the most
positive light possible. Make sure that the negative information is fully communicated. It is also
important to emphasize positive factors that impact the situation.
Diff: 2
Skill: Concept
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
24
Copyright © 2014 Pearson Education, Inc.
77) The body of a positive message is a good place to use ________, assuring the customer of
the wisdom of his or her purchase selection.
Answer: resale
Explanation: Resale is an approach that tends to promote customer loyalty by making the
customer feel good about a purchase. The body of a message is a good place to position resale
comments, praising the customer for a choice well made.
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, and neither the company nor the customer is to blame.
Answer: third party
Explanation: Third party situations can be complicated. In some cases, the best thing to do when
a third party problem arises is to refer the customer directly to the third party. In other cases, your
company may assume responsibility to resolve third party problems. What you do typically
depends on the policy your company has with respect to the third party you are dealing with.
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, including charges of
________ against employers who share negative information about candidates.
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. For this reason,
make sure that you have documented proof about anything negative you say about a candidate in
a letter of recommendation.
Diff: 2
Skill: Concept
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
25
Copyright © 2014 Pearson Education, Inc.
80) A(n) ________ ________ is a specialized document used to share relevant information with
the local or national news media.
Answer: press release
Explanation: Companies often issue a press release when they have good news to announce. For
example, when a tech company comes out with a new device, it issues a press release to let the
media and the public know about the device.
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, a(n) ________ ________ release emphasizes bullet-point
content over narrative paragraphs so that bloggers and others can assemble their own stories.
Answer: social media
Explanation: Bloggers who rely on social media for information typically like to put their own
slant on a story. 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.
Diff: 2
Skill: Concept
Objective: 4
AACSB: Communication Abilities, Use of IT
Learning Outcome: Describe strategies for developing routine and positive messages
82) Thanks to the Internet and social media, many companies now rely on ________ news
releases, in which they communicate directly with customers and other audiences instead of
going through the 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, rather than relying on the media to interpret the release for
them.
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, such as those conveying congratulations or
thanks, are called ________ messages.
Answer: goodwill
Explanation: Goodwill messages are intended to build relationships for the future rather than
focus on some specific current transaction or business opportunity.
Diff: 2
Skill: Concept
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
26
Copyright © 2014 Pearson Education, Inc.
84) Messages of ________ recognize the contributions of employees or business associates.
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, describing how the person helped you. Appreciation letters are
looked at as strong references for any person being evaluated.
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.
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. You should also assume that your audience will
comply, and be specific about what you want.
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, what elements should you
include in the closing of your request?
Answer: The closing for an effective routine request should request specific action, provide
contact information, and express appreciation and goodwill.
Diff: 2
Skill: Application
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
27
Copyright © 2014 Pearson Education, Inc.
88) List the three major categories of common routine requests.
Answer: The three major types of routine requests are (1) requesting information and action, (2)
asking for recommendations, and (3) making claims and requesting adjustments.
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.
Answer: Start with a clear statement of your reason for writing. Then provide whatever
explanation is needed to justify your request. Finally, close with a specific account of what you
expect, and include a deadline if appropriate.
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. The message is generally positive, but you need to say that—unlike past picnics
—the event will not be catered. 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, mildly disappointing information should be
placed in as favorable a context as possible.
Diff: 2
Skill: Synthesis
Objective: 3
AACSB: Communication Abilities, 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, (2) to
leave your reader with a good impression of you and your firm, and (3) to encourage the future
sale.
Diff: 2
Skill: Concept
Objective: 3
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
28
Copyright © 2014 Pearson Education, Inc.
92) In responding favorably to a claim even though the customer was at fault, what should you
try to accomplish in the body of your message?
Answer: In the body of the message, you want to discourage such claims in the future by
steering the customer in the right direction. Also, you don't want to imply that you will grant
similar claims in the future. The challenge is to diplomatically remind the customer of proper
usage without being condescending or preachy.
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.
Answer: Whereas companies once wrote news releases to provide information to reporters,
many organizations now create direct-to-consumer news releases in which they communicate
directly with customers and other audiences. Social media releases are also more popular, and
offer several advantages over traditional news releases.
Diff: 3
Skill: Concept
Objective: 4
AACSB: Communication Abilities, 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. 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
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, keep the following points in mind. First,
make it a personal expression of sympathy, but don't make the whole message about you and
your sense of loss. Second, don't offer "life advice," and don't include trite sayings that you may
have heard or read. At this point, soon after the loss, the recipient doesn't want your advice, only
your sympathy. Finally, 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.
Diff: 3
Skill: Concept
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
29
Copyright © 2014 Pearson Education, Inc.
96) Many routine requests have several parts. 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. Both of these strategies usually expedite the handling of your request. Finally, it is
helpful to deal with only one topic per question, rather than confuse the reader by asking too
much at once. If you have an unusual or complex request, it is best to break it down into specific,
individual questions so that the reader can address each one separately. This shows respect for
your audience's time but also gets a more accurate answer in less time.
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.
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 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,
open with the good news. In the body, tactfully 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: 3
Skill: Application
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
30
Copyright © 2014 Pearson Education, Inc.
99) Explain why goodwill messages are important, then describe at least two characteristics of
effective goodwill messages.
Answer: Goodwill messages can improve your relationships with customers, colleagues, and
other businesspersons. 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. Saying things like, "You're terrific!" will detract
from your credibility in these messages.
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, suppliers, and
other associates. Your praise will make the person feel good and encourage further excellence.
These messages can also become part of an employee's personnel file. The message should
specifically mention the person or persons you want to praise, and documents the person's
contributions.
Diff: 3
Skill: Concept
Objective: 4
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
31
Copyright © 2014 Pearson Education, Inc.