Chapter 6

1.
Most workplace messages are

a. sent via text message.
b. placed on Post-It notes in the employees'
lounge.
c. positive or neutral.
d. long and ambiguous.
ANSWER: c
RATIONALE: Most workplace messages are positive or neutral and help workers conduct
everyday business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
LEARNING OBJECTI ESBC.GULO.16.06.01 - 06.01
VES:
NATIONAL STANDA United States - BUSPROG.ESBC.GULO.16.06.04 -
RDS: DISC.ESBC.GULO.16.06.04
TOPICS: Routine Messages: E-Mails, Memos, and Letters
KEYWORDS: Bloom's: Knowledge
2. Most workplace messages should be organized

a. indirectly.
b. chronologically.
c. directly.
d. topically.
ANSWER: c
RATIONALE: Most workplace messages should be organized directly by revealing the
main idea first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
LEARNING OBJECTIV ESBC.GULO.16.06.01 - 06.01
ES:
NATIONAL STANDAR United States - BUSPROG.ESBC.GULO.16.01.01 -
DS: DISC.ESBC.GULO.16.01.01
3. Which of the following is not a routine business message?

a. An e-mail message to a coworker that confirms the time for an upcoming meeting
b. A letter to a customer denying his or her request for credit
c. An e-mail reply to a customer acknowledging that his or her order has been shipped
d. An all-staff memo that outlines the new procedures for processing returned
merchandise
ANSWER: b
RATIONALE: A letter to a customer that denies his or her credit request would not be a routine
business message because routine messages are positive messages. Routine
messages include simple requests for information or action, replies to customers,
explanations to coworkers, instructions, direct claims, and complaints.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES p. 156
:
LEARNING O ESBC.GULO.16.06.01 - 06.01
BJECTIVES:
NATIONAL ST
United States - BUSPROG.ESBC.GULO.16.06.06 -
ANDARDS: DISC.ESBC.GULO.16.06.06
DISC.ESBC.GULO.16.06.07
KEYWORDS: Bloom's: Application
4. Which of the following is not one of the most frequently used communication channels in businesses today?
a. Letters
b. Memos
c. E-mails
d. Tweets
ANSWER: d
RATIONALE: E-mails, memos, and letters are the most frequently used communication
channels used in businesses.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
LEARNING OBJEC ESBC.GULO.16.06.01 - 06.01
TIVES:
5. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?
a. Businesses use memos to deliver positive messages internally and externally, but they
use formal business letters to deliver negative messages.
b E-mail delivers most internal communication, hard-copy memos deliver most external
. communication, and letters communicate only legal issues.
c. Despite the popularity of e-mail, in certain situations letters remain the preferred
channel of communication for delivering messages outside an organization.
d Businesses today use e-mail, memos, and letters interchangeably for all audiences,
. purposes, and messages.
ANSWER: c
RATIONALE: Although e-mail is the No. 1 communication channel, businesses continue to rely
on letters for certain messages outside an organization.
POINTS: 1
REFERENCES pp. 156-157
:
BJECTIVES:
NATIONAL ST United States - BUSPROG.ESBC.GULO.16.01.03 -
KEYWORDS: Bloom's: Comprehension
6. Although e-mail is successful for both internal and external communication, you should still use letters when
a. you need immediate feedback.
b. the message must reach your reader very quickly.
c. formality and sensitivity are essential.
d. you have too little time to proofread.
ANSWER: c
RATIONALE: You should write a business letter when formality and sensitivity are essential.
Other reasons for writing letters include the need for a permanent record; the
need for confidentiality; and the need for a persuasive, well-organized
presentation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 157
:
BJECTIVES:
7. In which of the following situations should you send a letter instead of an e-mail message?
a. You are planning a sales team meeting.
b. You are asking leading members of the community to contribute to a fundraising event
to improve local parks.
c. You are inviting employees to the annual sales seminar.
d. You are reminding employees of Friday's divisional meetings.
ANSWER: b
RATIONALE: You should write a letter to ask members of the community to contribute to a
fundraising effort to improve the local parks because you are delivering a
persuasive message. You could deliver all other messages effectively via e-mail.
POINTS: 1
REFERENCES p. 157
:
BJECTIVES:
8. Which statement about the format of a business letter is most accurate?
a. Legal agreements are invalid if they do not demonstrate the correct letter format.
b. All business letters will use the block formatting style.
c. The appearance of a business letter can send nonverbal messages about a sender to a
receiver.
d. All answer choices are accurate.
ANSWER: c
RATIONALE: Regardless of the words printed on the paper, the format of a business letter
communicates silent messages about the writer such as his or her carefulness and
experience.
POINTS: 1
REFERENCES p. 157
:
BJECTIVES:
9. In the popular block letter format, which of the following guidelines apply?
a. Use ragged, unjustified right margins.
b Use fully justified margins on all sides and center the body of the letter on the page.
.
c. Start the sender's address, the dateline, and the complimentary close at the midpoint;
align all other letter parts at the left margin.
d Double-space all content to improve readability.
.
ANSWER: a
RATIONALE: In full-block style, the parts of a letter (dateline, inside address, body, and so on)
are set flush left on the page. The letter is arranged on the page so that it is
centered and framed by white space with margins of 1 to 1 1/2 inches. Set lines
with left justification and ragged right margins.
POINTS: 1
:
BJECTIVES:
10. When business writers request information or action that will likely be received positively, they should frontload their
messages, which requires
a. including an attachment.
b. proofreading only the beginning of a letter.
c. including a salutation or greeting.
d. putting the most significant statement first.
ANSWER: d
RATIONALE: When business writers request information or action that will likely be received
positively, they should "frontload" their messages, which means putting the most
significant statement first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 159
:
BJECTIVES:
TOPICS: Typical Request, Response, and Instruction Messages
11. Which of the following is an effective opening for a routine request message?
a. Please answer the following questions about your Web services.
b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
c. I recently read an article about your firm in the local newspaper.
d. Cape Consulting Inc. is the premier communication-consulting firm in the Cape and
islands area.
ANSWER: a
RATIONALE: Only "Please answer the following questions about your Web services" specifies
the reason that you are writing and is an appropriate, direct opening for your
routine request.
POINTS: 1
REFERENCES p. 159
:
BJECTIVES:
12. Which part(s) of your messages are readers likely to find most interesting and read first?
a. Footnote
b. Opening and closing
c. Middle paragraphs of justification and explanation
d. Salutation
ANSWER: b
RATIONALE: The most emphatic positions are the openings and closings. Readers tend
to look at them first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
VES:
13. Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las
Vegas. She has lots of questions and decides to write a routine informational message. How should she present these
questions in her message?
a. As a separate enclosure
b. In a bulleted or numbered list in the body of her message
c. In paragraph form in the body of her message
d. In a follow-up e-mail
ANSWER: b
RATIONALE: The best way to present a series of questions is in a numbered or bulleted list in
the body of the message. Courtney should also be certain that the list is presented
in parallel structure.
POINTS: 1
REFERENCES p. 159
:
BJECTIVES:
14. The body of a routine request message presents

a. details explaining the request.
b. action responses from the receiver.
c. deadlines and approvals from governmental
agencies.
d. cost-to-benefit ratio analyses.
ANSWER: a
RATIONALE: The body of a routine request should explain the request sufficiently. Include the
details that allow the reader to understand and, perhaps, comply with your
request.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 159
:
BJECTIVES:
15. End dates and specific actions in a routine request message should be placed in the
a. introduction.
b. body.
c. closing.
d. enclosure notation.
ANSWER: c
RATIONALE: Use the final paragraph to ask for specific action, to set an end date if appropriate,
and to express appreciation. Readers look for action information in your closing
paragraph.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 159
:
BJECTIVES:
16. Which of the following would be the most effective closing statement in a routine action request message?
a. Please send a contract for heating and ventilation work by April 1 to allow
installation to begin by April 15.
b We hope you can get our work completed in a timely manner.
.
c. Thank you in advance for sending a copy of the contract for installation of a new
HVAC system by April 1.
d I would appreciate receiving a copy of the contract for your proposed installation at
. your earliest possible convenience.
ANSWER: a
RATIONALE: "Please send a contract for heating and ventilation work by April 1 to allow
installation to begin by April 15" asks for specific information and provides a
clear end date with a reason for the end date; thus it is the most effective closing
statement.
POINTS: 1
REFERENCES p. 159
:
BJECTIVES:
17. In responding positively, you will want to

a. focus your message first on resale or on the promotion of other business
products.
b. apply the same direct pattern used in making requests.
c. start with an explanation of the reasons the request is granted.
d. apply an indirect pattern to demonstrate respect for the recipient.
ANSWER: b
RATIONALE: When you are responding positively, you should organize your message directly,
just as the request was organized. Open the reply with a statement granting the
request.
POINTS: 1
REFERENCES p. 160
:
BJECTIVES:
18. A subject line in a direct reply letter

a. is mandatory.
b. generally refers in abbreviated form to previous correspondence and/or summarizes a
message.
c. must be written as a complete sentence.
d. identifies the sender and his or her company.
ANSWER: b
RATIONALE: A subject line is optional. If it is used, it may refer to previous correspondence or
may summarize the main idea. It does not identify the sender or the company. In
addition, it should not be written as a complete sentence or end with a period.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 160
:
BJECTIVES:
19. Which of the following is the most effective opening sentence for a response message?
a. Your letter of June 23, in which you sought information about our corporate travel
packages, has been referred to me for reply.
b This is to inform you that we received your letter of June 23 seeking information about
. our corporate travel packages.
c. Yes, we can put together a corporate travel package that will meet your needs and fit
your budget.
d Thank you so much for your interest in our corporate travel packages.
.
ANSWER: c
RATIONALE: An effective opening in a response message delivers the information the reader
wants. The choice that does this most effectively is "Yes, we can put together a
corporate travel package that will meet your needs and fit your budget."
POINTS: 1
:
BJECTIVES:
20. The conclusion of a response message should

a. avoid repeating the information provided or referring to its use.
b. include familiar expressions such as "If I may be of further assistance, please don't
hesitate to call me."
c. provide specifics if further action is required.
d. omit the sender's name to avoid legal liability.
ANSWER: c
RATIONALE: The closing of a response message should be cordial and promote goodwill with
the customer by referring to the provided information, providing specifics if
further action is required, including the sender's name and full contact
information, and indicating willingness to help the reader. However, it should not
contain clichés such as "If I may be of further assistance, please don't hesitate to
call me."
POINTS: 1
DIFFICULTY: Easy
:
BJECTIVES:
21. Which of the following sentences most effectively presents promotional materials in a message responding to a
customer inquiry?
a. We offer an outstanding variety of thank-you gifts for our most valuable customers.
b You will find that our top-selling host gift baskets not only welcome your guests but
. also save you money and time compared to individually purchasing and assembling
your host baskets on site.
c. Can I interest you in anything else?
d If I can be of further assistance with any of our other fine products, do not hesitate to
. contact me.
ANSWER: b
RATIONALE: Be sure to present your promotional material with attention to the "you" view and
to reader benefits. Only the sentence beginning with "You will find" focuses on
the "you" view and reader benefits.
POINTS: 1
REFERENCES p. 161
:
BJECTIVES:
22. One important guideline when preparing instructions is to

a. follow an indirect approach to soften the impact of the demand for compliance.
b. begin with an admonition or warning of the punishment for failure to comply fully
with directions as written.
c. put all steps of the instructions in one paragraph.
d. divide the process into logical steps and present them in the correct order.
ANSWER: d
RATIONALE: Divide your instructions into logical steps and ensure you present those steps in
the correct order. While that seems obvious, it is surprising how often a step is
presented out of sequence, causing instructions to fail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 162
:
BJECTIVES:
23. Which of the following sentences is not a parallel step in this set of instructions?
a. List the required education, work experience, and technical skills in Section 2.
b. Contact the director of human resources to obtain a job-posting identification number.
c. Placing age or gender preference in the candidate qualifications section creates legal
jeopardy.
d. Identify the division, department, and supervising agent for this position in Section 3.
ANSWER: c
RATIONALE: Parallel structure expresses all ideas in the same manner. The one sentence not
expressed as a command is "Placing age or gender preference in the candidate
qualifications section creates legal jeopardy."
POINTS: 1
:
BJECTIVES:
24. In writing messages that deliver instructions, what advice should you follow?
a. Use an autocratic tone to establish the importance of the instructions.
b Assume that employees want to contribute to the success of the organization.
.
c. Focus on the steps in the procedure and let the tone take care of itself.
d Criticize the person(s) responsible for trouble with previous procedures and then praise
. the person(s) responsible for the new procedure.
ANSWER: b
RATIONALE: In writing messages that deliver instructions, be careful of your tone; your tone
should not be autocratic or dictatorial. Assume that employees want to contribute
to the organization's success and to their own achievement, and avoid placing
blame for failures or problems.
POINTS: 1
REFERENCES p. 164
:
BJECTIVES:
25. Which of the following statements about claims is most accurate?

a. If you expect that your claim will be granted, a letter or e-mail message is not
necessary.
b. Businesses will probably take a claim letter more seriously than an e-mail message or
a telephone call.
c. All claim messages should be written using the indirect strategy.
d. Smart businesses dislike receiving claim messages because it means they did
something wrong.
ANSWER: b
RATIONALE: Written claims are often taken more seriously, and smart businesses want to hear
from their customers. Thus you should write your message using the direct
strategy, even if your claim is likely to be granted.
POINTS: 1
REFERENCES p. 164
:
BJECTIVES:
TOPICS: Direct Claims and Complaints
26. Arika is following the three-part plan to write a claim message about a problem with her digital communication
service bundle. What should she put in her opening?
a. A clear description of the desired action
b. An explanation of the nature of her problem with the digital communication service
bundle
c. A goodwill statement and end date
d. Her phone number
ANSWER: a
RATIONALE: In the opening Arika should provide a clear description of the desired action. She
should explain the problem and details of the adjustment she desires in the body;
she should present her goodwill statement and end date in the closing.
POINTS: 1
:
BJECTIVES:
27. Which of the following openings is most appropriate for a claim message?
a. For the past four years, we have held our annual banquet at your fine restaurant.
b. On January 31 a number of our employees attended a banquet at your restaurant.
c. Please process a refund for $68 to reimburse us the amount we were overcharged for
our banquet.
d. We were extremely upset to learn that we were charged too much for our banquet.
ANSWER: c
RATIONALE: Because this is a direct claim, not a persuasive one, state the action you desire
from the reader in the opening. Only "Please process a refund for $68 to
reimburse us the amount we were overcharged for our banquet" clearly states the
action in an appropriate tone.
POINTS: 1
REFERENCES pp.164-165
:
BJECTIVES:
28. You can improve the effectiveness of a claim message by

a. using a few threatening words to get your point across.
b. providing a detailed timeline of what happened and the specific person who is to
blame for the problem.
c. explaining the problem with necessary details.
d. including a subtle reference to your attorney or to the Better Business Bureau.
ANSWER: c
RATIONALE: The body of a claim message should explain the problem and provide enough
details to allow the reader to correct the problem without further correspondence.
Using threats and blaming people are not effective techniques.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 165
:
BJECTIVES:
29. Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will
a. assume the company understands his request without explanation.
b. use emotional language to show how upset he is about the situation.
c. assume the company purposely tries to cheat its customers.
d. identify enclosed copies of all pertinent documents.
ANSWER: d
RATIONALE: To create an effective claim message, Joaquin will include copies, not the
originals, of all pertinent documents, such as invoices, sales slips, catalog
descriptions, and repair records.
POINTS: 1
REFERENCES p. 165
:
BJECTIVES:
30. When service is involved in a claim, you should

a. demand a full refund of the service fee and a repeat service call.
b. avoid naming the service representatives involved or otherwise identifying responsible
company employees.
c. cite names of individuals spoken to and dates of calls.
d. enclose a photograph of yourself crying or suffering other severe emotional distress
because of the poor service.
ANSWER: c
RATIONALE: When a service is involved, cite names of individuals spoken to and dates of calls
in your claim message. Assume that a company honestly wants to satisfy its
customers because most do.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 165
:
BJECTIVES:
31. In the closing of a claim message, you should

a. justify and explain your request.
b. promote goodwill and summarize your request.
c. reference all copies of pertinent documents enclosed.
d. warn the company that failure to comply could cause legal
action.
ANSWER: b
RATIONALE: To create an effective claim message, you should put a statement of goodwill and
a summary of your request in the closing. The justification, explanation, and
reference to pertinent documents should be provided in the body. A warning of
legal action is not appropriate.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 165
:
BJECTIVES:
32. Which of the following sentences represents an appropriate end date in a claim message?
a. Because we have enjoyed your prompt service in the past, we hope to receive the
correct projectors by January 12.
b We wish to end our contract with your company if you cannot improve your service.
.
c. Service calls were made to our Washington Street office on May 20, May 22, and May
27 without resolving the problem.
d Please replace the five Panasonic projectors we received on December 22 because the
. model numbers do not match the models ordered.
ANSWER: a
RATIONALE: An end date indicates to the reader when you expect the action to be completed.
Only "Because we have enjoyed your prompt service in the past, we hope to
receive the correct projectors by January 12" provides an end date.
POINTS: 1
REFERENCES p. 165
:
BJECTIVES:
33. Which of the following statements about online complaints or reviews is most accurate?
a. Individuals should give companies an opportunity to resolve the issue before writing
an online complaint.
b Businesses and professionals cannot sue individuals for negative online comments.
.
c. Consumers who are offered payment to change an opinion or account should willingly
accept a company's generous monetary gift.
d Anonymous complaints or reviews cannot be traced.
.
ANSWER: a
RATIONALE: Because businesses want to please their customers, individuals should give
companies an opportunity to resolve an issue before they post any online
complaints or reviews.
POINTS: 1
REFERENCES p. 167
:
BJECTIVES:
34. Most companies receiving a claim message tend to

a. ignore the first phone call, e-mail, or letter.
b. respond only to letters containing complaints that could result in lawsuits or financial
harm.
c. respond promptly because they want to maintain customer goodwill and loyalty.
d. wait two to six weeks to establish a "cooling-off period" prior to responding.
ANSWER: c
RATIONALE: Because businesses want to maintain customer goodwill and loyalty, most
businesses respond promptly to claim messages. In addition, businesses know
customers can sue for harm; therefore, a prompt response is more effective in
showing respect for customer concern.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 168
:
BJECTIVES:
TOPICS: Adjustment Messages
35. When granting a customer's claim, a business communicator should include an opening in an adjustment message that
a. summarizes the reader's claim and request.
b. presents the good news immediately.
c. explains and clarifies the company's position.
d. builds goodwill.
ANSWER: b
RATIONALE: Because the claim is being granted, the good news should be revealed
immediately.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
ES:
NATIONAL STANDARD United States - BUSPROG.ESBC.GULO.16.01.01 -
S: DISC.ESBC.GULO.16.01.01
36. Which of the following is not a goal when writing adjustment messages?
a. To gain the confidence of the customer
b. To verify the honesty of the customer's claim
c. To rectify the wrong
d. To promote future business and goodwill
ANSWER: b
RATIONALE: When writing an adjustment message, you have three goals: to rectify the wrong,
to gain the confidence of the customer, and to promote future business and
goodwill. Do not discuss the customer's honesty.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 168
:
BJECTIVES:
37. Which of the following is the most appropriate opening for an adjustment message granting a claim?
a. We are very sorry to hear that your meal with us did not meet your expectations.
b Thank you for your letter of November 16 describing your bad dining experience with
. us last weekend.
c. Although we believe that the food we served last weekend was of the highest quality,
we are willing to refund the cost of your dinner this time only.
d The enclosed check for $78, which covers the cost of your dinner, demonstrates our
. desire to satisfy our customers and earn their confidence.
ANSWER: d
RATIONALE: An effective opening to an adjustment message presents the good news
immediately; it does not begin negatively, refer to previous communication, or
sound grudging. Only the sentence beginning with "The enclosed check..." is an
appropriate opening.
POINTS: 1
:
BJECTIVES:
38. Which of the following represents the most appropriate apology in an adjustment message?
a. We understand your reliance on a high-performance router and apologize for the
incomplete installation of your DataServe router.
b We are sorry for any inconvenience this may have caused.
.
c. We regret the error that caused the system failure you claim on your DataServe router.
d It is unfortunate that your DataServe router has failed, and we promise that this
. failure will never occur again.
ANSWER: a
RATIONALE: If you choose to apologize, it should be sincere, appropriate, and brief. It should
not use negative words such as "error" and "failure" that may further inflame
customers, nor should it make unrealistic promises such as "will never occur
again." Therefore, the sentence beginning with "We understand your reliance..."
is the most appropriate apology.
POINTS: 1
REFERENCES p. 170
:
BJECTIVES:
39. You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of
the following provides the best advice?
a. Do not suggest your business typically pleases its customers; do apologize for failure.
b. Don't use negative words (regret, error, failure); do use positive words (hope, achieve,
strive).
c. Do not be vague about improvements; do guarantee the situation will not recur.
d. Do not blame customers; do blame individuals or departments inside your
organization.
ANSWER: b
RATIONALE: Using sensitive language includes these don'ts: do not use negative words, do not
make promises or guarantees, and do not blame customers or individuals and
departments inside your organization. Customers like to receive an apology, but
attorneys may advise against an apology.
POINTS: 1
REFERENCES p. 171
:
BJECTIVES:
NATIONAL ST
40. The closing of an adjustment message should

a. guarantee that the problem will not recur if the customer continues doing business
with you.
b. express confidence in future business relations.
c. assign blame to the responsible department and assure the reader that the department
has been improved.
d. remind readers of their responsibility in the product failure.
ANSWER: b
RATIONALE: You should not guarantee that the problem will not recur, blame other company
employees, or suggest that the readers are responsible. Instead, you should
mention the product favorably and express appreciation for the customer's
business. These strategies are both professional and appropriate.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
41. Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the
product in a favorable light; and
a. suggesting a new product or service.
b. expressing your appreciation for the customer's business or anticipating future
business.
c. referring to the desire to be of service and to satisfy customers.
d. All answer choices are correct.
ANSWER: d
RATIONALE: The closing of your adjustment message should have a positive, confident tone.
All of the listed elements will show confidence in your company and product, and
you should select those most appropriate to each customer and message.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
42. What is the best advice for writing goodwill messages?

a. Focus the message solely on the sender.
b. Make a good impression by giving a ready-made card instead of writing your own
message.
c. Send a goodwill message promptly.
d. Send a goodwill message to show appreciation for only a gift or monetary award.
ANSWER: c
RATIONALE: A goodwill message should be written promptly. A prompt message carries the
hidden message that you care and that the reader is important to you.
POINTS: 1
REFERENCES p. 171
:
BJECTIVES:
TOPICS: Goodwill Messages
43. Goodwill messages should be short, selfless, specific, spontaneous, and

a. sassy.
b. sincere.
c. spiritual.
d. suave.
ANSWER: b
RATIONALE: Goodwill messages should adhere to the five Ss, which means they should be
short, selfless, specific, spontaneous, and sincere.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 172
LEARNING OBJ ESBC.GULO.16.06.05 - 06.05
ECTIVES:
NATIONAL STA United States - BUSPROG.ESBC.GULO.16.01.06 -
NDARDS: DISC.ESBC.GULO.16.01.06
44. Businesses often write appreciation messages to which of these receivers?

a. A competing business that "steals" a large customer order
b. Customers who write letters of inquiry
c. Employees who have suffered a recent loss such as the death of a family pet
d. Customers who complain
ANSWER: d
RATIONALE: Messages of appreciation are written to customers who complain because
businesses value the feedback from the field. In addition, complainers who feel
heard often become great supporters of the organization. Messages of
appreciation are also written to customers for their orders, to hosts for their
hospitality, and to individuals for kindnesses performed.
POINTS: 1
REFERENCES p. 172
:
BJECTIVES:
45. Which of the following is the best opening for a note expressing thanks for a gift?
a. Thank you, Elena, for the e-reader commemorating my twenty years with Brown
Sales; it will make a perfect travel companion.
b Thanks for the gift!
.
c. I cannot believe I have been with the company for twenty years.
d A lot has changed over the past twenty years.
.
ANSWER: a
RATIONALE: Because the receiver will be pleased to hear from you, you can begin a note of
appreciation directly with the purpose of your message, including the specific gift
and purpose.
POINTS: 1
REFERENCES p. 172
:
BJECTIVES:
46. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best
sentence to include in her response?
a. Thanks, but I really did not deserve this promotion.
b. So many people were so much more deserving of this promotion than I was.
c. Your words about my promotion are much too kind!
d. Thanks for your kind words regarding my promotion.
ANSWER: d
RATIONALE: The best and most sincere sentence is "Thanks for your kind words regarding my
promotion." The others are inappropriate because they minimize your
achievements with comments that suggest you did not really deserve the
promotion or that the sender is exaggerating your good qualities.
POINTS: 1
REFERENCES p. 174
:
BJECTIVES:
47. Which statement about a sympathy message is most accurate?

a. Sympathy messages are probably more difficult to write than any other kind of
message.
b. Sympathy messages should reference the death or misfortune sensitively.
c. Sympathy messages should praise the deceased in a personal way.
d. All statements are accurate.
ANSWER: d
RATIONALE: Because sympathy messages are probably more difficult to write than any other
kind of message, you should follow these tips: reference the death or misfortune
sensitively; praise the deceased in a personal way; offer assistance without going
into excessive detail; and end on a reassuring, forward-looking note.
POINTS: 1
REFERENCES p. 174
:
BJECTIVES:
48. Which of the following would be least effective in a sympathy note?

a. We are deeply saddened, Corbin, to learn of the death of your wife.
b. Bethany's volunteer work in the job center endeared her to many.
c. If we may help you during this difficult time or lighten your load in any way, you need
only call.
d. I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to
contact me.
ANSWER: d
RATIONALE: One message lacks sincerity: "I am sorry to hear your sad news; but if I may be of
any help, please do not hesitate to contact me." An effective sympathy note is
sincere and uses words showing that you understand what a crushing blow the
misfortune is.
POINTS: 1
REFERENCES p. 174
:
BJECTIVES:
49. When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of
the deceased, assure the receiver of your concern, offer assistance, and
a. conclude on a reassuring note.
b. tell the receiver to call you.
c. focus on the future.
d. request information on funeral arrangements.
ANSWER: a
RATIONALE: Your condolence message should conclude on a positive, reassuring note.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 174
:
BJECTIVES:
50. Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
a. Because a handwritten note is most impressive, any goodwill message sent by e-mail
must always be followed by a more formal handwritten goodwill message.
b If you frequently communicate via e-mail with the intended receiver and are certain
. this e-mail will be received, you may send a goodwill message via e-mail.
c. E-mail should never be used for sending any type of goodwill message.
d E-mail can be used for all types of goodwill messages except death condolences, for
. which a ready-made card is required.
ANSWER: b
RATIONALE: Although a handwritten note is most impressive, you may use e-mail for some
goodwill messages if you frequently communicate with the recipient via e-mail
and are certain the e-mail will be received.
POINTS: 1
:
BJECTIVES:
51. Most of the workplace messages that you write will likely deal with routine matters that require straightforward
answers using the indirect method.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Most of the workplace messages that you write will probably deal with routine
matters that require straightforward answers using the direct method.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 156
:
BJECTIVES:
52. Letters are the preferred channel of communication for delivering messages inside an organization.
a. True
b. Fals
e
ANSWER: False
RATIONALE: In certain situations letters are still the preferred channel of communication for
delivering messages outside an organization.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 156-157
ECTIVES:
NATIONAL STAN United States - BUSPROG.ESBC.GULO.16.01.03 -
DARDS: DISC.ESBC.GULO.16.01.03
53. The only factor to consider when deciding if a business letter is the appropriate communication channel is if you are
writing to a secondary audience.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Whether you send a business letter will depend on the situation and the
preference of your organization. Business letters are necessary when the situation
demands a permanent record; requires confidentiality; calls for formality and
sensitivity; and favors a persuasive, well-considered presentation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 157
:
BJECTIVES:
54. Business letters are more confidential than electronic media such as e-mail.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Business letters are confidential. They are less likely than electronic media to be
intercepted, misdirected, forwarded, retrieved, or otherwise inspected by
unintended recipients.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 157
:
BJECTIVES:
55. Business letters make the best impression if you use a good format such as the popular block style.
a. True
b. Fals
e
ANSWER: True
RATIONALE: For your letters to make a good impression, you need to select an appropriate
format. The block style is a popular format.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 157
LEARNING OBJE ESBC.GULO.16.06.01 - 06.01
CTIVES:
NATIONAL STAN United States - BUSPROG.ESBC.GULO.16.01.06 -
DARDS: DISC.ESBC.GULO.16.01.06
56. In block letter style, headings are flush left, but paragraphs and some other elements are indented.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Block formatted letters set all elements (inside address, date, salutation, body,
complimentary close, and signature block) flush left. This format creates a
professional appearance and helps to ensure that your letters will make a good
impression.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 157
:
BJECTIVES:
57. When formatting business letters, you should use ragged-right margins.
a. True
b. Fals
e
ANSWER: True
RATIONALE: In preparing business letters, use ragged-right margins. Unjustified margins
improve readability by providing visual stops and by making it easier to tell
where the next line begins.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 157
:
BJECTIVES:
58. When writing a request message, use the indirect strategy by placing your request in the body of the message because
stating the request in the opening is bad manners.
a. True
b. Fals
e
ANSWER: False
RATIONALE: When you write messages that request information or action and you think that
your request will be received positively, start with the main idea first. The most
emphatic positions in most documents are the opening and closing. Readers tend
to look at them first.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 159
:
BJECTIVES:
59. Place any details explaining your request for information in the body of your request message.
a. True
b. Fals
e
ANSWER: True
RATIONALE: The body of a message that requests information or action provides
necessary details.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 159
ES:
60. You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the
closing paragraph of an information-request message.
a. True
b. Fals
e
ANSWER: False
RATIONALE: This sentence is a cliché; therefore, it would not be a good closing for any
message. Your appreciation will sound most sincere if you avoid mechanical,
tired expressions such as this.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 159
:
BJECTIVES:
61. I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Although this opening is frequently used, it is wordy and drawn out. Effective
business communicators begin their reply messages by delivering the information
the reader wants.
POINTS: 1
:
BJECTIVES:
62. If you must provide large amounts of data or answer many questions in your response message, make your message
more readable with graphic devices such as lists, tables, headings, boldface, or italics.
a. True
b. Fals
e
ANSWER: True
RATIONALE: When answering a group of questions or providing considerable data, arrange the
information logically and make it readable by using lists, tables, headings,
boldface, italics, or other graphic devices.
POINTS: 1
DIFFICULTY: Easy
:
BJECTIVES:
63. Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also
promote her business and its products and services.
a. True
b. Fals
e
ANSWER: True
RATIONALE: When responding to a customer's inquiry, you should do more than merely
answer the questions. This is an opportunity to promote your business and its
products and services.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 161
:
BJECTIVES:
64. Do not hesitate to contact me is an effective example of closing pleasantly in a response message.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Because everyone appreciates being recognized as an individual, avoid form-
letter closings such as "Do not hesitate" or "Thank you in advance."
POINTS: 1
REFERENCES p. 161
:
BJECTIVES:
65. When you respond to customers online, you should do so in less than 24 hours.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Providing a timely online response to a customer is important. Strive to provide
an online response to a customer within 24 hours.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 161
ECTIVES:
66. Like requests and responses, instruction messages follow a straightforward, direct approach.
a. True
b. Fals
e
ANSWER: True
RATIONALE: When writing instructions, your goal is to explain clearly how to complete a task.
Present your instructions most effectively in a straightforward, direct approach.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 162
:
BJECTIVES:
67. Instructions should be divided into a series of steps, and then each step should be written in the imperative mood,
which means it is written as a command.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Instructions should be written in steps, and each step should be written as a
command.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 162
:
BJECTIVES:
68. You should open the valve slowly in order to gradually vent excess pressure is an example of an effectively worded
imperative mood step in a set of instructions.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Omit "You should" to word your instruction step as a command (imperative
mood): Open the valve slowly in order to gradually vent excess pressure.
POINTS: 1
REFERENCES p. 162
:
BJECTIVES:
69. When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.
a. True
b. Fals
e
ANSWER: True
RATIONALE: The direct strategy should be used when you expect the receiver of your claim
message to agree with your claim.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 164
:
BJECTIVES:
70. Claims made by telephone or e-mail are just as effective as claims made in writing.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Written claim letters are often taken more seriously than claims made by
telephone or e-mail.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 164
VES:
71. When a customer has a legitimate claim or complaint, he or she can expect a positive response from a company.
a. True
b. Fals
e
ANSWER: True
RATIONALE: When consumers have a legitimate claim or complaint, they can expect a positive
response from a company. Smart businesses want to hear from their customers
because they know that retaining a customer is far less costly than recruiting a
new customer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 165
:
BJECTIVES:
72. When sending a claim letter by mail, include all original documents such as invoices, sales slips, catalog descriptions,
and repair records.
a. True
b. Fals
e
ANSWER: False
RATIONALE: When sending a claim letter by mail, include copies, not the originals, of all
original documents such as invoices, sales slips, catalog descriptions, and repair
records.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 165
:
BJECTIVES:
73. To get the best results, write your claim promptly because delaying a claim makes it seem less important.
a. True
b. Fals
e
ANSWER: True
RATIONALE: When making claims, act promptly. Delaying claims makes them appear less
important. Delayed claims are also more difficult to verify.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 165
LEARNING OB ESBC.GULO.16.06.03 - 06.03
JECTIVES:
74. Social media experts advise that consumers exhaust all other options for complaints with a company before venting
online.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Social media experts advise that consumers exhaust all other options for
complaints with a company before venting online because most businesses want
to please their customers.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 167
:
BJECTIVES:
75. Individuals can be sued for negative comments made online.

a. True
b. Fals
e
ANSWER: True
RATIONALE: Businesses and professionals can take individuals to court for negative comments
made online. Therefore, when posting an online review or complaint, focus only
on the facts, and keep your comments clean, polite, and to the point.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 167
:
BJECTIVES:
76. When a company receives a claim and decides to respond favorably, the response message is called an acceptance.
a. True
b. Fals
e
ANSWER: False
RATIONALE: When a company receives a claim and decides to respond favorably, the
message is called an adjustment.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
LEARNING OBJEC ESBC.GULO.16.06.04 - 06.04
TIVES:
NATIONAL STAND United States - BUSPROG.ESBC.GULO.16.01.02 -
ARDS: DISC.ESBC.GULO.16.01.02
77. Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy
their customers and retain their business.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Businesses grant legitimate adjustments for two reasons: to protect themselves
against future damages and to satisfy their customers and retain their business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 168
:
BJECTIVES:
78. Use a direct organizational pattern in an adjustment message granting a claim.

a. True
b. Fals
e
ANSWER: True
RATIONALE: Because you are granting the adjustment, you are writing a good-news message
that should use the direct strategy. Begin by granting the request or announcing
the adjustment immediately.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 168
:
BJECTIVES:
79. One goal of an adjustment message is to promote future business.

a. True
b. Fals
e
ANSWER: True
RATIONALE: Adjustment messages have three goals: to rectify a wrong, if one exists; to regain
the confidence of the customer; and to promote further business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 168
:
JECTIVES:
80. If you are responding favorably to your customer's claim, the best opening is an apology.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Instead of beginning your adjustment message with an apology, use the direct
strategy and open by granting the request or announcing the adjustment
immediately. If you do decide to apologize, you should do so in the body.
However, experts have divided opinions on apologies.
POINTS: 1
DIFFICULTY: Easy
:
BJECTIVES:
81. I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment
message.
a. True
b. Fals
e
ANSWER: False
RATIONALE: This statement sounds mechanical and insincere. A better apology statement
might be "We're sorry you didn't receive better service."
POINTS: 1
REFERENCES p. 170
:
BJECTIVES:
82. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body of an adjustment message.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Words such as "error," "trouble," and "inconvenience" should be avoided because
they are negative. Your goal is to create a message that is positive and upbeat.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
83. In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's
products or services.
a. True
b. Fals
e
ANSWER: False
RATIONALE: In your closing you might mention the product in a favorable light, suggest a new
product or service, express your appreciation for the customer's business, or
anticipate future business.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
84. Many business communicators are intimidated when they must write a message expressing thanks, recognition, or
sympathy.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Because communicators struggle to find the right words to express feelings, they
have more difficulty writing these goodwill messages than writing ordinary
business documents. As a result, writers tend to procrastinate when they must
write goodwill messages.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
85. A personally written message will have more impact on your reader than a ready-made card.
a. True
b. Fals
e
ANSWER: True
RATIONALE: The personal sentiments of the sender are always more expressive and more
meaningful to readers than are printed cards or oral messages.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
86. In writing goodwill messages, you need not worry about promptness as you do in writing claims and other business
messages.
a. True
b. Fals
e
ANSWER: False
RATIONALE: Always express thanks, recognition, or sympathy promptly. These messages are
easier to write when the situation is fresh in your mind, and they mean more to
the recipient. Do not forget that a prompt thank-you note carries the hidden
message that you care and that the reader is important to you.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:
87. When writing goodwill messages, you should always use the "you" perspective.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Goodwill messages should be selfless; that is, they should focus on the receiver,
not the sender.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 172
:
BJECTIVES:
88. Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Effective business communicators personalize goodwill messages by mentioning
specific incidents or characteristics of the receiver. They also verify names and
other facts.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 172
:
BJECTIVES:
89. Sympathy notes are probably more difficult to write than any other type of message.
a. True
b. Fals
e
ANSWER: True
RATIONALE: Expressing condolences when someone experiences a loss or death is especially
difficult. Browse ready-made cards to get some ideas to write your own message
containing these elements: (a) refer sensitively to the misfortune or death, (b)
praise the deceased, (c) offer assistance, and (d) end on a reassuring, forward-
looking note.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 174
:
BJECTIVES:
90. You should never send a goodwill message via e-mail.

a. True
b. Fals
e
ANSWER: False
RATIONALE: According to manners experts at the Emily Post Institute, if you frequently
communicate with the receiver by e-mail and are sure your note will be received,
then sending a goodwill message by e-mail is acceptable.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 175
:
BJECTIVES:
91. Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be
organized using the ____________________ strategy.
ANSWER: direct
RATIONALE: The direct strategy is used for routine messages that are positive or
neutral.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 156
ES:
92. Business ____________________ are necessary when a permanent record is required; confidentiality is paramount;
formality and sensitivity are essential; or a persuasive, well-considered presentation is important.
ANSWER: letters
RATIONALE: Business letters are necessary when (a) a permanent record is required, (b)
confidentiality is paramount, (c) formality and sensitivity are essential, and (d) a
persuasive, well-considered presentation is important.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 157
:
BJECTIVES:
93. The first sentence of a direct request is usually a question or a polite ____________________ such as Please answer
the following questions about your accommodations for a seminar.
ANSWER: command
RATIONALE: The first sentence of a direct request is usually a question or a polite command
such as "Please answer the following questions about your accommodations for a
seminar."
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 159
:
BJECTIVES:
94. Instructions should be written in ____________________ using the imperative (command) mood.
ANSWER: steps
RATIONALE: Instructions should be written in steps using the imperative (command)
mood.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 162
ES:
95. When a message is written to identify or to correct a wrong, the message is called a(n) ____________________.
ANSWER: claim
RATIONALE: When a message is written to identify or to correct a wrong, the message
is called a claim.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 164
VES:
96. In the ____________________ of a claim message, you should explain the problem and justify your request.
ANSWER: body
RATIONALE: In the body of a claim message, you should explain the problem and justify your
request. Provide all relevant details so that the problem can be corrected without
further correspondence.
POINTS: 1
DIFFICULTY: Easy
:
BJECTIVES:
97. When a company receives a claim and decides to respond favorably, the message is called a(n)
____________________.
ANSWER: adjustment
RATIONALE: A favorable response to a claim is an adjustment.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 168
ES:
98. In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is
optional.
ANSWER: subject
RATIONALE: The use of a subject line in an adjustment message is optional. If used, it should
identify the previous correspondence and refer to the main topic.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 168
:
JECTIVES:
99. Messages that offer thanks, recognition, or sympathy are called ____________________ messages.
ANSWER: goodwill
RATIONALE: Goodwill messages are used to express thanks, recognition, or
sympathy.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 171
ES:
100. In expressing thanks or responding to goodwill messages, ____________________ notes are most impressive.
ANSWER: personal
RATIONALE: Personal notes are most impressive in expressing thanks or responding to
goodwill messages. A phone call or e-mail can quickly express appreciation or
condolences, but you should follow up those quick messages with a more
meaningful handwritten note on your personal stationery.
POINTS: 1
DIFFICULTY: Easy
REFERENCES p. 171
:
BJECTIVES:

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1.

Most workplace messages are

2. Most workplace messages should be organized

3. Which of the following is not a routine business message?

14. The body of a routine request message presents

17. In responding positively, you will want to

18. A subject line in a direct reply letter

20. The conclusion of a response message should

22. One important guideline when preparing instructions is to

25. Which of the following statements about claims is most accurate?

28. You can improve the effectiveness of a claim message by

30. When service is involved in a claim, you should

31. In the closing of a claim message, you should

34. Most companies receiving a claim message tend to

40. The closing of an adjustment message should

42. What is the best advice for writing goodwill messages?

43. Goodwill messages should be short, selfless, specific, spontaneous, and

44. Businesses often write appreciation messages to which of these receivers?

47. Which statement about a sympathy message is most accurate?

48. Which of the following would be least effective in a sympathy note?

75. Individuals can be sued for negative comments made online.

78. Use a direct organizational pattern in an adjustment message granting a claim.

79. One goal of an adjustment message is to promote future business.

90. You should never send a goodwill message via e-mail.

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