Test Bank

Chapter 7
Positive, Neutral, and Social Business Messages

TRUE/FALSE

1. Repeating the same idea in the opening and closing paragraphs of a direct plan message is
redundant.

ANS: REF: p. 171

2. A sales appeal is inappropriate in an unsolicited positive or neutral news message.

ANS: REF: p. 171, 173

3. A claim is a request for action written by someone who believes he or she has been wronged.

ANS: REF: p. 169

4. The majority of messages written in business may be described as being positive or neutral news.

ANS: REF: p. 169

5. The purpose of a message must be decided before the direct plan can be implemented.

ANS: REF: p. 169

6. When using the direct plan, a writer presents the explanation from his or her point of view.

ANS: REF: p. 170

7. Unsolicited positive or neutral news messages occur only in internal communication.

ANS: REF: p. 171

8. When using the direct plan, you may place the main idea either in a subject line or in the first
paragraph.

ANS: REF: p. 170

9. If used as part of the direct plan, a sales appeal may be presented as a separate paragraph or
combined with the friendly close.

ANS: REF: p. 171

TB-51
10. The opening paragraph of a request for information should provide background about the situation
that prompts the writer to make the request.

ANS: REF: p. 175

11. Setting the date by which a receiver should respond to a request or claim is rude and pushy.

ANS: REF: pp. 175, 179

12. When requesting information about an individual, the writer should be sure to ask only specific,
relevant questions.

ANS: REF: p. 176

13. Claim adjustments and request approvals help organizations generate goodwill.

ANS: REF: pp. 177, 180

14. Although claims are written using the direct plan, a writer should not ask for a specific remedy until
after he or she has provided a detailed explanation of the circumstances of the claim.

ANS: REF: p. 179

15. Making the receiver feel guilty will increase the likelihood that a claim will be approved.

ANS: REF: p. 179

16. Because a request made via e-mail will be responded to via e-mail, the request writer doesn’t have to
include personal contact information.

ANS: REF: p. 178

17. A goodwill message is sent to communicate your interest and concern.

ANS: REF: p. 182

18. It is appropriate to send congratulatory messages to both organizations and individuals.

ANS: REF: p. 183

19. To gain the goodwill of the receiver, a claim adjustment should end with an apology.

ANS: REF: p. 181

20. Congratulatory messages are appropriate for business-related accomplishments but not for personal
achievements.

ANS: REF: p. 183

TB-52 Test Bank for Business Communication, 7e

21. A condolence message should begin and end with a statement of sympathy.

ANS: REF: p. 184

22. Because it conveys a more professional image, a letter is a better choice for a condolence message
than a handwritten message on a card.

ANS: REF: p. 184

23. The expression of gratitude should be given in the first paragraph of an appreciation message.

ANS: REF: p. 185

24. A letter or card of appreciation is appropriate for a longstanding record of thoughtfulness, but an
oral thank you is sufficient for a one-time effort.

ANS: REF: p. 185

25. Jack Murphy wants to invite the five people he supervises to a picnic at his home. Because the group
is small and the event is informal, Jack could key/print his invitation, photocopy it, and hand it to the
receivers.

ANS: REF: p. 186

26. When thanking an individual for doing something related to his or her job, sending a copy of the
letter of appreciation to the individual’s supervisor is intrusive and violates the principles of human
resource management.

ANS: REF: p, 186

27. A holiday greeting may be sent before or during any festive season.

ANS: REF: p. 187

28. To celebrate the new year, Hathaway Insurance sent each of its clients a calendar. Because the
calendar contained the name, logo, and slogan of the insurance agency, this message must be
considered a sales message, not a social business message.

ANS: REF: p. 187

29. A letter welcoming the receiver as a new credit card customer should not contain coupons or sales
offers.

ANS: REF: p. 188

Chapter 7 Positive, Neutral, and Social Business Messages TB-53

30. Sending an e-mail followed by a personal note or card will create a more positive impression than
sending only an e-mail.

ANS: REF: pp. 189-190

MULTIPLE CHOICE

1. Which of the following message should NOT be written using the direct plan?
a. An announcement about a new product
b. A letter approving a $45 adjustment on a utility bill.
c. An e-mail asking whether a colleague could represent you at a meeting.
d. A memo announcing that the company day care center will be closed for five weeks
during remodeling.
ANS: REF: p. 169

2. The direct plan is used for positive and neutral business messages because
a. a direct plan message can be adapted to letters, memos, and e-mail.
b. direct plan messages are brief.
c. placing the main idea early in the message attracts the reader’s attention.
d. this plan is best for building goodwill with the receiver.
ANS: REF: p. 169

3. Sara Garrett is requesting information about Hugh Rolle, a candidate for a sales position at Better
Beverages. Sara will improve her chances of getting a thorough reply if she
a. asks relevant questions and assures the reader responses will be kept confidential.
b. encloses a copy of her company’s hiring policy.
c. formats her questions as a vertical list.
d. praises the receiver’s judgment.
ANS: REF: p. 176

4. The claim letter differs from other positive and neutral messages using the direct plan because it
may
a. contain negative information.
b. include a sales appeal.
c. place blame on the receiver.
d. stress writer benefits.
ANS: REF: pp. 179-180

5. George Karim’s current department store credit card statement includes a charge for merchandise he
returned, so he is writing to ask that the charge be removed. To give his claim credibility, George
should
a. enclose a copy of the receipt he was given when he returned the merchandise.
b. explain that he is disappointed in the company.
c. ask for $25 for pain and suffering.
d. say he will quit shopping at the store unless his account is corrected within two weeks.
ANS: REF: p. 179

TB-54 Test Bank for Business Communication, 7e

6. When setting the date by which you want your receiver to reply to your request or claim, you should
a. be flexible; use a general time reference such as within the next two weeks.
b. express the date in standard month, day, year format.
c. show urgency by saying as soon as possible.
d. tell the receiver why meeting your timeline is important.
ANS: REF: p. 180

7. Andrea Swank is responding to a complaint from a customer who claimed he received poor service
at her store. Which of the following statements represents the best close for her message?
a. Again, let me apologize for not giving you the high-quality service you deserve.
b. We look forward to showing you that your experience was a unique incident.
c. Use the enclosed coupon on our next visit to Swanks, where customer satisfaction is our
goal.
d. We appreciate your business and hope you will visit us again soon.
ANS: REF: p. 181

8. Which of the following would be the best opening for an adjustment letter?
a. I am pleased to inform you that a replacement rug will be shipped to you today.
b. We re sorry that the rug you ordered from us did not meet your expectations.
c. We have received your May 12 claim stating that you are dissatisfied with the rug you
ordered from us. .
d. Your replacement rug was shipped this morning.
ANS: REF: p. 181

9. The key elements in a social business message are:

a. brevity and clarity.
b. honesty and completeness.
c. familiarity with the receiver and goodwill.
d. sincerity and timeliness.
ANS: REF: p. 183

10. While reading the October issue of her college alumni newsletter, Elise Black learned that Elliot
Mumbor, one of her classmates, had received an award the previous March. Elise should:
a. ignore the event because it occurred so long ago.
b. phone Elliot to convey congratulations.
c. send her classmate a greeting card on which she writes a personal message.
d. write her alumni office and complain that news items are not current.
ANS: REF: pp. 183, 189

Chapter 7 Positive, Neutral, and Social Business Messages TB-55

11. Todd Pritchert is writing a letter to thank those who volunteered at this year’s Downtown Youth
Center fundraising event. Which of the following represents the best opening paragraph for his
message?
a. Volunteers are the key piece in DYC’s fundraising puzzle, and no one appreciates them
more than we do!
b. Time is a precious commodity. By donating your time to this year’s DYC fundraiser, you
demonstrated your commitment to the youth of Pueblo. We and they are grateful for your
efforts.
c. Thank you!. The youth of Pueblo and the staff at DYC are pleased to announce that this
year’s fundraising event was the most successful in our 12-year history.
d. The smile on your face told us you enjoyed volunteering at this year’s DYC fundraising
event. So, mark your calendar now and sign up to help again next year!
ANS: REF: p. 185

12. Which of the following closings would be best in a letter to a friend and coworker whose fiancé died
in an auto accident?
a. Be patient. Time heals, and you’ll be back to normal soon.
b. Again, please accept my sympathy for your loss.
c. Terry was a good friend; I don’t know how I’ll fill the gap.
d. Let’s get together for dinner later this month and talk about the good times you, Terry, and
I shared.
ANS: REF: p. 185

13. Party Palace has relocated and plans to hold an open house to showcase its new facility. Which of
the following openings best reflects appropriate use of the direct plan for the invitation to this event?
a. Party Palace is open in its new location, and we’re celebrating!
b. Date: October 11
Time: 9 AM to 9 PM
Dress: Casual--party hats provided on site
c. Please join us as we celebrate the opening of Party Palace’s new store!
d. Please complete and return the enclosed card saying you’ll attend our open house.
ANS: REF: p. 186

14. What type of social business message is most likely to use an RSVP?
a. Appreciation
b. Holiday greeting
c. Invitation
d. Welcome
ANS: REF: p. 187

TB-56 Test Bank for Business Communication, 7e

15. Which of the following should be a consideration in determining the formality of a goodwill
message?
a. Cost
b. Timeliness in sending the message
c. Length of message
d. Familiarity with the receiver
ANS: REF: p. 190

ESSAY

1. Why would the following paragraph NOT be good for opening a request approval memo?

We have received your request for maternity leave. We know that you and Bill will make good
parents.

ANS:

REF: pp. 172, 176-178

2. Compare the explanation section of a positive message with the sales appeal section of a positive
message.

ANS:

REF: p. 173

3. Jeff Carson is writing a memo in which he will ask several questions. How should he format this
section of his message? Why?

ANS:

REF: p. 175

4. Discuss sincerity and timeliness as factors in social business messages.

ANS:

REF: p. 183

Chapter 7 Positive, Neutral, and Social Business Messages TB-57

5. Why are electronic communication methods such as e-mail and the Internet less desirable for social
business messages than for other message types?

ANS:

REF: p. 189

6. Georgia Eman is in charge of planning a reception for the staff of Gardner Electric. As she prepares
the invitation, what information should Georgia include other than the time, date, and location of the
event?

ANS:

REF: p. 186

CASE

1. Hannah Baker has been promoted to Director of Information Systems for Brady, Harrison, &
Associates. You, as Director of Human Resources, must write a memo to the employees announcing
this promotion. Supply details.

ANS:

REF: pp. 171-172

2. You are the owner of Bright Blooms, a local florist/greenhouse. Brandon Bibeau, president of the
National Honor Society at Central High School, has written asking you to contribute a fresh flower
arrangement for a silent auction to be held the 10th of next month. Proceeds from the auction will be
used to fund scholarships for graduating seniors. Respond positively to Brandon’s request. Supply
details necessary to make this a complete message.

ANS:

REF: p. 177

TB-58 Test Bank for Business Communication, 7e

3. As a busy college student, you often rely on frozen dinners for your evening meal. Last night, you
tried Budget Cuisine’s chicken fettuccini. Much to your disappointment, the dinner contained only
two small pieces of chicken. In addition, the pasta was tough. Prepare the text of a claim that could
be submitted to Healthy Cuisine through its website.

ANS:

REF: pp. 179-180

4. The sporting goods store you own sponsors a youth soccer team. This year, the team compiled a 9-1
record and won the league championship. Prepare a letter to Walt Robbins, the coach, congratulating
him on the team’s success.

ANS:

REF: pp. 183-184

5. Since joining Mario Enterprises 18 months ago, you have worked closely with Shirley Rowley, your
supervisor and mentor. After 28 years with the company, Shirley will retire at the end of this month.
You have been asked to prepare a letter to be included in a scrapbook presented to Shirley at her
retirement party.

ANS:

REF: pp. 180-181

6. The Sierra Club of Dallas County sponsored an Environment Day to clean the litter from the shores
of Lake Ray Hubbard. Individuals from 35 service organizations participated. Today, the shoreline
is more attractive. As secretary of the Sierra Club, write a form letter that could be sent to each
organization that participated.

ANS:

REF: p. 185

Chapter 7 Positive, Neutral, and Social Business Messages TB-59

7. You have just assumed the duties of Director of Customer Relations for Sunnyvale Wholesale
Grocery (SWG). SWG sells and delivers supplies to retail grocery stores in a 200-mile area. One of
your first assignments is to write a form letter that could be used to welcome all new customers to
your company. Be creative and add details.

ANS:

REF: pp. 187-188

TB-60 Test Bank for Business Communication, 7e