Excellence in Business Communication 11th Edition Thill Test Bank 1

Excellence in Business Communication, 11e (Thill/Bovee)
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Chapter 8 Writing Routine and Positive Messages
1) When making a routine request, you should begin with

A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
E) a humorous comment.
Answer: C
Explanation: C) Like all other business messages, a routine request has three parts: an opening, a
body, and a close. Using the direct approach, open with your main idea or request. Questions
should be included in the body of your message.
Diff: 2
Skill: Concept
Objective: 1
AACSB: Written and oral communication
Learning Outcome: Describe strategies for developing routine and positive messages.
2) When making a routine request, you should

A) use the inductive plan.
B) assume that the audience will comply.
C) demand immediate action.
D) explain the consequences of failing to comply.
E) assume that the audience will not comply.
Answer: B
Explanation: B) Making requests is a routine part of business. In most cases, your audience will
be prepared to comply, as long as you are not being unreasonable or asking people to do
something they would expect you to do yourself. There is no such thing called an inductive plan.
Even though you expect a favorable response, pay attention to tone. Do not demand immediate
action. Explaining the consequences of failing to comply when you have not even given your
audience an opportunity to do so is unnecessary and could be considered rude.
Diff: 2
Skill: Concept
Objective: 1
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3) 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.
E) Hopefully, this will not be too much trouble for you.
Answer: A
Explanation: A) Begin routine requests by placing your initial request first; up front is where it
stands out and gets the most attention. However, getting right to the point should not be
interpreted as license to be abrupt or tactless. 1) Pay attention to tone. 2) Assume that your
audience will comply. 3) Be specific.
Diff: 2
Skill: Critical Thinking
Objective: 1
4) In the body of a routine request, you should

A) beg the reader to grant your request.
B) explain and justify your request.
C) give your sales pitch.
D) explain what will happen if the audience does not do what you are asking.
E) state your main idea.
Answer: B
Explanation: B) Use the body of your message to explain and justify your request. Justify the
request or explain its importance. Explain any potential benefits of responding. Ask the most
important questions first. Break complex requests into individual questions that are limited to
only one topic each.
Diff: 2
Skill: Concept
Objective: 1
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5) When asking multiple questions in a request message,
A) begin with the least important question and work your way up to the most important.
B) avoid any open-ended questions.
C) begin with the most important question.
D) weave your questions into the rest of the content of your message.
E) combine as many questions as possible into one.
Answer: C
Explanation: C) Whether you are writing a formal letter or a simple instant message, you can
use the body of your request to list a series of questions. Keep these tips in mind: (1) Ask the
most important questions first. (2) Ask only relevant questions. (3) Deal with only one topic per
question. Use the body of your message to explain your request. Make the explanation a smooth
and logical outgrowth of your opening remarks. If possible, point out how complying with the
request could benefit the reader. For example, if you would like some assistance interpreting
complex quality-control data, you might point out how a better understanding of quality control
issues would improve customer satisfaction and ultimately lead to higher profits for the entire
company.
Diff: 1
Skill: Concept
Objective: 1
6) When closing a direct request, you should

A) thank the reader in advance for helping you.
B) mention your own qualifications or status.
C) request a specific response and mention the time limits.
D) indicate the consequences of a failure to reply.
E) downplay the significance of what you are asking.
Answer: C
Explanation: C) To close your message, request specific action in a courteous close. Make it
easy to comply by including appropriate contact information. Express your gratitude, and clearly
state any important deadlines for the request. However, do not thank the reader in advance for
cooperating; many people find that presumptuous.
Diff: 2
Skill: Concept
Objective: 1
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7) In requesting a sales report from a co-worker, you should
A) use the indirect approach.
B) get straight to the point.
C) maintain a formal style and tone.
D) use circular reasoning to justify your request.
E) do all of the above.
Answer: B
Explanation: B) When you need to know about something, elicit an opinion from someone, or
request a simple action, you usually need only ask. If your reader is able to do what you want,
such a straightforward request will get the job done quickly. Use the direct approach by opening
with a clear statement of your reason for writing. In contrast to requests sent internally, those
sent to people outside the organization usually adopt a more formal tone. Circular reasoning is
not going to help in any type of business letter.
Diff: 3
Skill: Application
Objective: 2
8) Before volunteering someone's name as a reference, always

A) assume you have permission to do so.
B) ask that person's permission.
C) describe your relationship with that person.
D) list that person's address and phone number for ease of contact.
E) explain that you're not really sure what they will say about you.
Answer: B
Explanation: B) Before you volunteer someone's name as a reference, ask permission to do so.
Some people do not want you to use their names perhaps because they do not know enough
about you to feel comfortable writing a letter or because they or their employers have a policy of
not providing recommendations. When writing someone for a recommendation and you have not
had contact with that person for some time, use the opening to trigger the reader's memory of the
relationship you had. Close your message with the full name and address of the person to whom
the letter should be sent.
Diff: 2
Skill: Concept
Objective: 2
AACSB: Ethical understanding and reasoning
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9) 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 regarding the nature or history
of your relationship.
B) don't bother to enclose a stamped, preaddressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
E) exaggerate your qualifications so they can write a stronger letter.
Answer: A
Explanation: A) When writing someone for a recommendation and you have not had contact
with that person for some time, use the opening to trigger the reader's memory of the relationship
you had. Always be sure to enclose a stamped, preaddressed envelope as a convenience to the
other party.
Diff: 2
Skill: Application
Objective: 2
10) The opening of a request for a recommendation should include

A) a buffer statement to establish common ground.
B) a statement implying that you're applying for a position.
C) a statement of why the recommendation is needed.
D) an apology for bothering the reader.
E) a request for the writer to overstate your qualifications.
Answer: C
Explanation: C) Because requests for recommendations and references are routine, you can
organize your inquiry using the direct approach. Open your message by clearly stating why you
need the recommendation and ask your reader to write the letter.
Diff: 2
Skill: Concept
Objective: 2
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11) In closing a request for a recommendation, you should include
A) an expression of appreciation.
B) an indication that you've enclosed a stamped, preaddressed envelope.
C) the full name and address of the person to whom the letter should be sent.
D) none of the above.
E) all of the above.
Answer: E
Explanation: E) When writing for a recommendation, close your message with an expression of
appreciation and the full name and address of the person to whom the letter should be sent. When
asking for an immediate recommendation, you should also mention the deadline. Always be sure
to enclose a stamped, preaddressed envelope as a convenience to the other party.
Diff: 2
Skill: Concept
Objective: 2
12) When making claims or requesting adjustments, you should begin by

A) complimenting the company for past service.
B) providing a detailed description of the faulty merchandise.
C) providing a straightforward statement of the problem.
D) threatening legal action if you do not receive a favorable adjustment.
E) saying how disappointed you are in the company.
Answer: C
Explanation: C) When you're making a claim or requesting an adjustment, open with a statement
of the problem; then, provide specific details in the body, and present facts honestly and clearly.
In the closing, politely summarize the desired action, clearly state what you expect as a fair
settlement or ask the reader to propose a fair adjustment, and explain the benefits of complying
with the request, such as your continued patronage. While you're writing, maintain a professional
tone, even if you're frustrated.
Diff: 2
Skill: Concept
Objective: 2
AACSB: Analytical thinking
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13) When making a claim or requesting an adjustment, your close should usually
A) clearly state how angry and disappointed you are.
B) explain the specific details of the problem.
C) request a specific action or express your desire to find a solution.
D) explain that you are planning to seek legal counsel.
E) suggest that you will probably take your business elsewhere.
Answer: C
Explanation: C) When making a claim or requesting an adjustment, politely summarize the
desired action in the closing. Be sure to maintain a professional tone, even if you are extremely
frustrated. Explain the benefits of complying with the request, such as your continued patronage.
In most cases (especially in your first message), assume that a fair adjustment will be made. You
should always use a direct request.
Diff: 2
Skill: Concept
Objective: 2
14) Routine, positive messages should do all of the following except

A) leave your reader with a good impression.
B) use an indirect approach.
C) provide all required details.
D) communicate the information or positive news.
E) use a professional, respectful tone.
Answer: B
Explanation: B) When making or responding to routine and positive messages, you have several
goals for such messages: to communicate the information or the good news, to answer all
questions, to provide all required details, and to leave your reader with a good impression of you
and your firm. Because readers will generally be interested in what you have to say, you can
usually use the direct approach. Use the body to explain all the relevant details, and close
cordially—perhaps highlighting a benefit to your reader.
Diff: 1
Skill: Concept
Objective: 3
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15) 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.
E) by implication only.
Answer: C
Explanation: C) By opening routine and positive messages with the main idea or good news,
you are preparing your audience for the details that follow. Make your opening concise and
clear. In other words, you should start with the main idea, not have it be part of the body or
closing.
Diff: 2
Skill: Concept
Objective: 3
16) In a positive message, you should explain your point completely in the
A) introduction.
B) body.
C) close.
D) All three, since repetition is the key to getting your message across.
E) None of the above, allowing the reader to figure it out on his or her own.
Answer: B
Explanation: B) In a positive message, use the body to explain your point completely so that
your audience will not be confused or doubtful about your meaning. Your introduction should
have your main point, not your explanation of your point. Your closing should leave your readers
with a feeling that you have their best interests in mind. You can accomplish this task either by
highlighting a benefit to the audience or by expressing appreciation or goodwill.
Diff: 2
Skill: Concept
Objective: 3
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17) 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.
E) use sarcasm to suggest that it's not all that bad.
Answer: A
Explanation: A) If your routine message must convey mildly disappointing information, put the
negative portion of your message into as favorable a context as possible. Be careful though: You
can use negative information in this type of message only if you are reasonably sure the audience
will respond positively. Otherwise, use the indirect approach.
Diff: 2
Skill: Synthesis
Objective: 3
18) 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.
E) put it at the beginning of your message.
Answer: B
Explanation: B) If your routine message is mixed and must convey mildly disappointing
information, put the negative portion of your message into as favorable a context as possible.
You can use negative information in this type of message only if you are reasonably sure the
audience will respond positively. Otherwise, use the indirect approach. Always follow these
steps: (1) maintain a professional demeanor, (2) don't blame anyone in your organization by
name, and (3) don't make exaggerated, insincere apologies. There is no reason to put the negative
information in a separate message.
Diff: 2
Skill: Synthesis
Objective: 3
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19) 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) insulting and self-serving, unless you include a check or free product.
Answer: B
Explanation: B) Using favorable comments, such as "Thank you for purchasing the most durable
notebook computer you can buy," exemplifies a technique called resale. It is a good way to build
customer relationships. These comments are commonly included in acknowledgement of orders
and other routine announcements to customers, and they are most effective when they are
relatively short and specific. These comments should not be included in response to claim letters
and are not considered insulting or self-serving.
Diff: 2
Skill: Application
Objective: 3
20) The close of a routine reply or positive message should

A) clearly state who will take action next, what they'll do, and when they'll do it.
B) explain the reasons for any negative information you have included.
C) offer an explanation for why this decision was made.
D) create some ambiguity, so the audience will be more likely to contact you.
E) always end with a question.
Answer: A
Explanation: A) Close routine replies and positive messages courteously. Let your readers know
that you have their personal well-being in mind. If follow-up action is required, clearly state who
will take action, as well as what they'll do and when they'll do it.
Diff: 2
Skill: Concept
Objective: 3
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21) 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.
E) should usually include a joke or personal comment.
Answer: A
Explanation: A) Your message is more likely to succeed if your readers believe that you have
their best interests in mind. You can accomplish this task either by highlighting a benefit to the
audience or by expressing appreciation or goodwill. If follow-up action is required, clearly state
who will take action, as well as what they'll do and when they'll do it. The main idea should be in
the opening, not the closing. The closing should not be the longest part. The resale statement
should be in the body, not the closing. Jokes and personal comments are typically not acceptable
in a business message.
Diff: 3
Skill: Concept
Objective: 3
22) 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 requests.
D) sending goodwill messages.
E) providing recommendations.
Answer: C
Explanation: C) Most routine and positive messages fall into six main categories:
1) answers to requests for information and action, 2) grants of claims and requests for
adjustment, 3) recommendations, 4) routine information, 5) good-news announcements,
and 6) goodwill messages.
Diff: 1
Skill: Concept
Objective: 4
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23) 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) make negative comments about your competition.
E) none of the above.
Answer: A
Explanation: A) When you are answering requests and a potential sale is involved, you have
three main goals: 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: 4
24) When responding to a customer's request for an adjustment, it is usually reasonable 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.
E) the customer will no longer do business with you, even if you grant the request.
Answer: A
Explanation: A) Even the best-run companies make mistakes, from shipping the wrong order to
billing a customer's credit card inaccurately. In other cases, a customer or third party might be
responsible. However, if you handle the situation well, your customer is likely to be even more
loyal than before because you have proven that you are serious about customer satisfaction.
Diff: 2
Skill: Concept
Objective: 4
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25) 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.
E) always find a way to blame the customer for the problem.
Answer: D
Explanation: D) When responding to a customer complaint, be sure to follow these steps.
Maintain a professional demeanor. Do not blame anyone in your organization by name. Do not
make exaggerated, insincere apologies. Do not imply that the customer is at fault. Do not
promise more than you can deliver.
Diff: 3
Skill: Application
Objective: 4
26) 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.
E) wait at least two weeks before you respond.
Answer: C
Explanation: C) If you're responding to a customer's complaint and your company is at fault,
consider the specific policies of your company and then do the following: (1) Acknowledge
receipt of the customer's claim or complaint. (2) Sympathize with the customer's inconvenience
or frustration. (3) Take (or assign) personal responsibility for setting matters straight. (4) Explain
precisely how you have resolved, or plan to resolve, the situation. (5) Take steps to repair the
relationship. (6) Follow up to verify that your response was correct.
Diff: 2
Skill: Concept
Objective: 4
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27) 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 business.
D) voice your frustrations on social media to discourage future mistakes.
E) tell the customer he or she is lucky you're not pursuing legal action.
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
28) 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.
E) refuse the claim but assure the customer that you will never do business with the third party
again.
Answer: C
Explanation: C) Regardless of who eventually resolves the problem, if a customer contacts you,
explain how the problem will be resolved. Pointing fingers is unproductive and unprofessional.
Resolving the situation is the only issue customers care about.
Diff: 2
Objective: 4
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29) If you will 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-esteem and well-being.
C) explain why you're qualified personally and professionally to assess the job candidate.
D) convince readers that the candidate has the characteristics necessary for the job.
E) include at least one negative comment to show you're being objective.
Answer: D
Explanation: D) If you decide to write a letter of recommendation about a job candidate, make it
your goal to convince the employer that the person you're recommending has the characteristics
necessary for the job.
Diff: 3
Skill: Concept
Objective: 4
30) If you have serious concerns about the qualifications of a job candidate who has asked you
for a recommendation, you should
A) avoid mentioning your concerns in the letter of reference.
B) include hearsay in the body of the recommendation message.
C) tell the job candidate that you won't be able to provide a recommendation.
D) use social media to express your concerns about the job candidate.
E) avoid responding to the job candidate's request in any way.
Answer: C
Explanation: C) If you must refuse to provide a recommendation, maintain a polite and
respectful tone. 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
Learning Outcome: Discuss the challenges and importance of business communications.
31) Your negative comments about a job candidate could be considered defamatory if
A) those comments are restricted to job titles and dates of employment.
B) you omit important negative information about the candidate in a recommendation letter.
C) you decline to provide a recommendation because of "company policy."
D) you cannot prove that those comments are true.
E) you use actual examples to support what you say or write.
Answer: D
Explanation: D) Don't write negative things about a candidate if you can't prove they're true. If
you can't prove your charges, it's best to keep your comments on an unspecific, generic level.
Diff: 2
Skill: Concept
Objective: 4
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32) 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.
E) is fine unless you have a business relationship with the recipient of your letter.
Answer: B
Explanation: B) Employers have sued other employers for failing to disclose negative
information about job candidates. Before you provide information in response to another
employer's background check, make sure that you understand your company's policies.
Diff: 2
Skill: Concept
Objective: 4
33) If you are sending an informative memo to employees about policy statements or procedural
changes, you should
A) assume that employees will have a negative response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) make the subject line as ambiguous as possible, so that they will be more likely to read the
memo.
E) do all of the above.
Answer: C
Explanation: C) When sharing routine information, provide the necessary details in the body and
end your message with a courteous close. Most routine communications are neutral. That is, they
stimulate neither a positive nor negative response from readers. Therefore, don't use the indirect
approach. Instead, present the information in the body of the message, and don't worry too much
about the reader's attitude toward the information. You should never be vague or ambiguous in a
subject line; doing so will not encourage your audience to read the memo or letter.
Diff: 2
Skill: Concept
Objective: 3
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34) When offering compliments in a goodwill message, you should
A) use over-the-top metaphors and lavish praise.
B) keep them general and non-specific.
C) be sure to back them up with specific points.
D) temper them with comments on areas for improvement.
E) offset them with negative comments about other employees.
Answer: C
Explanation: C) Effective goodwill messages must be sincere and honest. Otherwise, you will
appear to be interested in personal gain rather than in benefitting customers, fellow workers, or
your organization. To come across as sincere, avoid exaggerating and back up any compliments
with specific points.
Diff: 2
Skill: Concept
Objective: 4
35) Condolence messages should

A) focus on your own sense of loss.
B) be philosophical and poetic.
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; as such, 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
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36) Writing "thank you in advance" at the close of a routine request
A) is courteous and effective.
B) will guarantee a positive response.
C) is best to avoid, since many people find it presumptuous.
D) is most effective when you end the statement with an exclamation point.
E) is expected when your audience is unfamiliar.
Answer: C
Explanation: C) When requesting specific action in a message, conclude your message by
sincerely expressing your goodwill and appreciation. However, do not thank the reader "in
advance" for cooperating; many people find that presumptuous.
Diff: 2
Skill: Concept
Objective: 1
37) Choosing between the direct and indirect approaches in a routine request depends primarily
on
A) whether the audience is internal or external.
B) whether the audience is large or small.
C) how reluctant the audience will be to comply.
D) how soon you need the request fulfilled.
E) when you send the request.
Answer: C
Explanation: C) When writing routine and positive messages, use the indirect approach if you're
not sure how the audience will respond. Some routine informative messages may require
additional care. If a policy change or other announcement could have a profound negative effect
on the audience, for example, use the indirect approach.
Diff: 2
Skill: Concept
Objective: 1
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38) Unlike a claim, a request for adjustment
A) is a formal complaint.
B) should be phrased in a more aggressive tone.
C) does not require supporting documentation.
D) seeks a specific settlement.
E) should always open with a buffer.
Answer: D
Explanation: D) If you are 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). Avoid being
aggressive when you're requesting an adjustment; instead, be professional, no matter how angry
or frustrated you are. An adjustment should always have supporting documentation. A buffer
will not be helpful when requesting an adjustment.
Diff: 2
Skill: Concept
Objective: 2
39) If you're dissatisfied with a company's product or service, you have the right to file a claim (a
formal complaint) and request an adjustment (settlement of your claim). When you request an
adjustment, keep in mind that asking the company to assess your claim and then propose a fair
solution to the problem is
A) a waste of time.
B) effective with small companies only.
C) always more effective than proposing a solution of your own.
D) helpful when you are uncertain about the exact nature of the problem.
E) feasible only if you have hired legal counsel.
Answer: D
Explanation: D) When requesting an adjustment, sometimes you may be uncertain about the
precise nature of the trouble. With or without the aid of legal counsel, you could ask the
company to assess the situation and then advise you on how to fix it. Proposing a solution on
your own may be just as effective, however, no matter whether the company is large or small.
Diff: 2
Skill: Concept
Objective: 2
20
40) When a company grants a customer's claim or request for adjustment,
A) the customer is still likely to take his or her business elsewhere.
B) the customer is likely to tell more people about it than if the matter was handled poorly.
C) it opens the door to frivolous lawsuits.
D) the customer is likely to be even more loyal than before.
E) it sends the message that the company is unsuccessful.
Answer: D
Explanation: D) Even the best-run companies make mistakes, from shipping the wrong order to
billing a customer's credit inaccurately. If you handle the situation well, your customer is likely
to be even more loyal than before because you have proven that you are serious about customer
satisfaction. Dissatisfied customers often take their business elsewhere without notice and tell
numerous friends and colleagues about the negative experience. Doing this is not likely to open
lawsuits or send messages that the company is unsuccessful. The customer is more likely to
remain a patron of this business.
Diff: 2
Skill: Concept
Objective: 4
41) For serious problems that go beyond routine errors, your company should have ________
that outlines communication, both inside and outside the organization.
A) a crisis management plan
B) a mission statement
C) a contingency proclamation
D) an emergency response symposium
E) a disaster-preparedness meeting
Answer: A
Explanation: A) For serious problems that go beyond routine errors, your company should have
a crisis management plan that outlines communication steps both inside and outside the
organization.
Diff: 2
Skill: Concept
Objective: 4
21
42) In recommendation letters, comparing the candidate's potential to that of his or her peers
A) should be avoided, since it opens the door to legal action.
B) is unprofessional because it distracts attention from the candidate you are recommending.
C) helps the recipient evaluate the candidate more effectively.
D) is a good idea, even if you have only a "gut feeling" about how the candidate stacks up.
E) almost always reduces the candidate's chances of landing the job.
Answer: C
Explanation: C) When writing a letter of recommendation, your goal is to convince readers that
the candidate has the characteristics necessary for the objective he or she is seeking. Comparing
the candidate's potential against his or her peers isn't unprofessional, and it won't reduce his or
her chances of landing the job. However, if you have only a "gut feeling" about the candidate's
qualifications, perhaps you shouldn't provide a recommendation.
Diff: 2
Skill: Concept
Objective: 4
43) When you're writing routine replies and positive messages, use the direct approach because
A) it will help skeptical readers understand your argument.
B) your readers will be indifferent to the content of your message.
C) recipients will generally be interested in what you have to say.
D) inquisitive readers will enjoy exploring the rhetorical context of your message.
E) presenting your reasoning before your bottom line will grab each reader's attention.
Answer: C
Explanation: C) Because recipients will usually be interested in what you have to say, the direct
approach works well for routine replies and positive messages.
Diff: 2
Skill: Concept
Objective: 1
22
44) Unlike traditional press releases, a social media release
A) emphasizes bullet-point content over narrative paragraphs.
B) makes it more difficult to publicize your content.
C) must always be written using "I" or "we."
D) is much longer.
E) almost always reaches a much smaller audience.
Answer: A
Explanation: A) The social media release emphasizes bullet-point content over narrative
paragraphs so that bloggers, editors, and others can assemble their own stories, rather than being
forced to rewrite the material in a traditional release. Social bookmarking buttons make it easy
for people to help publicize the content. Social media releases do not need to always be written
using "I" or "we" and are likely to be shorter given the bullet points. Social media releases reach
both large and small audiences.
Diff: 2
Skill: Concept
Objective: 4
45) In today's electronic media environment, handwritten thank-you notes

A) are not likely to be read.
B) give the impression that the writer is unprofessional.
C) are often particularly appreciated by the recipient.
D) require too much time to prepare and deliver.
E) are viewed as obsolete, except in personal contexts.
Answer: C
Explanation: C) When sending messages of appreciation, your praise does more than just make
the person feel good. In today's electronic media environment, a handwritten thank-you note can
be a welcome acknowledgement. Notes like this do not give an unprofessional impression, do
not require too much time, and are not viewed as obsolete.
Diff: 2
Skill: Concept
Objective: 4
23
46) Refusing to write a recommendation letter
A) should be avoided at all costs.
B) is unnecessary, since you can simply "forget" to write one if you decide against it.
C) is unethical, even if you have misgivings about the candidate.
D) is more risky than writing a negative letter.
E) is the best option if a candidate has serious shortcomings.
Answer: E
Explanation: E) If the person's shortcomings are so pronounced that you do not think he or she
is a good fit for the job, the only choice is to not write a letter at all. Unless your relationship
with the person warrants an explanation, simply suggest that someone else might be in a better
position to provide a recommendation. Refusing to write a recommendation letter is not
something you should avoid, and it is necessary under some circumstances. Such a refusal is not
unethical; neither is it risker than writing a negative letter.
Diff: 2
Skill: Concept
Objective: 4
47) When making an unusual or complex request, it is best to

A) ask all at once, even if it makes results in one long and complicated question.
B) use passive voice to state the request.
C) break it down into specific, individual questions.
D) use a particularly demanding tone.
E) warn the audience that they might struggle to understand it.
Answer: C
Explanation: C) Whether you are writing a formal letter or a simple instant message, you can
use the body of your request to list a series of questions. If you have an unusual or complex
request, break it down into specific, individual questions so that the reader can address each one
separately. Do not put the burden of untangling a complicated request on your reader. The use of
passive or active voice when making such a request is irrelevant. Using a demanding tone is not
likely to produce the result you want. Warning the audience that they might struggle to
understand the request is condescending.
Diff: 2
Skill: Concept
Objective: 1
24
48) Including a deadline in the close of a request
A) is rude and unprofessional.
B) is acceptable for internal audiences, but never external audiences.
C) will offend your audience, unless they are your subordinates.
D) is effective only when you explain the consequences of failing to meet it.
E) helps the audience understand exactly what you want.
Answer: E
Explanation: E) When writing routine requests, clearly state any important deadlines in the
closing. Stating deadlines in a request isn't rude. It's acceptable for internal and external
messages, and it won't offend the audience. Explaining the consequences of failing to meet a
deadline is unnecessary; it may also be offensive, since it can imply that you don't trust the
recipient to observe the deadline.
Diff: 2
Skill: Concept
Objective: 1
49) When asking for information and action, explaining why you're making the request
A) is unnecessary since the audience is likely to comply.
B) is part of an effective strategy for getting what you want.
C) suggests that you think the audience is unintelligent.
D) causes your request to be wordy and hard to understand.
E) generally reduces the likelihood of receiving a positive response.
Answer: B
Explanation: B) When making a routine request, explain that request in the body of the message.
Make the explanation a smooth and logical outgrowth of your opening remarks. If possible, point
out how complying with the request could benefit the reader. An explanation should be an
integral part of your message. An explanation won't insult your audience's intelligence; neither
will it reduce the likelihood of receiving a positive response.
Diff: 2
Skill: Concept
Objective: 1
25
50) Requesting references before extending credit
A) was once common, but not anymore.
B) happens only when the applicant has a very poor credit rating.
C) is illegal in the U.S.
D) is just a diplomatic way of denying applications.
E) is a common practice.
Answer: E
Explanation: E) It's common for companies to ask applicants for references, before extending
credit or awarding contracts, promotions, employment, or scholarships. Such requests are legal in
the U.S. They aren't based on an applicant's credit rating, and they're not a diplomatic way of
denying applications.
Diff: 2
Skill: Concept
Objective: 2
51) In the closing section of a routine request, ________ would be out of place.
A) asking a series of questions
B) requesting some specific action
C) expressing your goodwill and appreciation
D) providing your contact information
E) all of the above
Answer: A
Explanation: A) If you have questions, include them in the body of the message. Close a routine
request by asking for some specific action. In addition, provide your contact information and
express your appreciation.
Diff: 2
Skill: Application
Objective: 1
26
52) 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) All of the above
E) None of the above
Answer: C
Explanation: C) You can design almost any message to build goodwill by providing information
that your audience may find useful and using the content and tone of the message to provide
entertainment.
Diff: 2
Skill: Concept/Application
Objective: 4
53) When you're writing a message of appreciation,

A) avoid mentioning specific circumstances.
B) help readers understand how hard you've struggled to succeed.
C) try to mention the names of those whom you want to praise.
D) focus on panoramic statements about today's global workplace.
E) 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 the mention the specific person or people you want to praise.
Diff: 2
Skill: Application
Objective: 4
54) Because a social-media release emphasizes bullet-point content over narrative paragraphs,
bloggers, editors and others
A) rarely take such material seriously.
B) are hesitant to accept the accuracy of the content.
C) don't feel obligated to acknowledge the source of the release.
D) can assemble their own stories, rather than having to rewrite the material.
E) can distribute the release "as found" to their respective audiences.
Answer: D
Explanation: D) Social media releases emphasize bullet-point content over narrative paragraphs.
Unlike traditional news releases (which bloggers, editors, and others must rewrite), those parties
can assemble their own stories from social-media releases.
Diff: 2
Objective: 4
27
55) Direct-to-consumer news releases are
A) specialized documents used to share relevant information with the news media.
B) general-purpose tools for communicating directly with customers and other audiences.
C) compliance documents written for governmental regulatory agencies.
D) ready-to-share content that's intended for the use of top corporate managers.
E) none of the above.
Answer: B
Explanation: B) A direct-to-consumer news release is a general-purpose tool for communicating
directly with customers and other audiences.
Diff: 2
Skill: Concept
Objective: 4
56) Most simple requests can be handled by explaining

A) what you want to know.
B) what you want your audience to do.
C) why you're making the request.
D) why it may be in your readers' interest to help you.
Answer: E
Explanation: E) You can handle most simple requests with the following message points: what
you want to know or want your audience to do, why you're making the request, and what's in it
for your readers if they help you.
Diff: 2
Skill: Concept
Objective: 2
57) 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
E) an assertion; a shift in point of view
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: 3
Skill: Concept
Objective: 2
28
58) When you're writing a routine reply to a positive message, your readers will generally be
________ what you have to say; therefore, you can use the ________ with a routine reply or
positive message.
A) interested in, direct approach
B) resistant to, indirect approach
C) skeptical of, direct approach
D) in tune with, indirect approach
E) oblivious to, direct approach
Answer: A
Explanation: A) Because readers will generally be interested in what you have to say, you can
use the direct approach with most routine replies and positive messages.
Diff: 3
Skill: Synthesis
Objective: 3
59) 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 sincere, professional demeanor.
C) counter the complaint with logic and wit.
D) pinpoint the employees who were responsible for the error.
E) 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
Objective: 4
60) Most routine informative messages are

A) positive.
B) negative.
C) confrontational.
D) neutral.
E) transparent.
Answer: D
Explanation: D) Most routine communications are neutral; that is, they stimulate neither a
positive nor a negative response from readers.
Diff: 2
Skill: Concept
Objective: 4
29
61) 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: When making a direct request, state your request up front. Use the direct approach
because your audience will probably respond favorably to your request. Then, explain and justify
your request. Explain any potential benefits of responding.
Diff: 1
Skill: Concept
Objective: 1
62) When making direct requests, you should avoid such polite words and phrases as please and
I would appreciate.
Answer: FALSE
Explanation: Begin routine requests by placing your initial request first; up front is where it
stands out and gets the most attention. However, getting right to the point should not be
interpreted as license to be abrupt or tactless. Make sure you pay attention to tone. Even though
you expect a favorable response, the tone of your initial request is important. Instead of
demanding action, soften your request with words such as please and I would appreciate.
Diff: 2
Skill: Concept
Objective: 1
63) 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: Use the body of your message to explain your request. Make the explanation a
smooth and logical outgrowth of your opening remarks. If possible, point out how complying
with the request could benefit the reader. For instance, if you would like some assistance
interpreting complex quality-control data, you might point out how a better understanding of
quality-control issues would improve customer satisfaction and ultimately lead to higher profits
for the entire company.
Diff: 1
Skill: Concept
Objective: 1
30
64) If the middle section of your request letter contains a series of questions, save the most
important question for last.
Answer: FALSE
Explanation: Whether you are writing a formal letter or a simple instant message, you can use
the body of your request to list a series of questions. These questions help organize your message
and help your audience identify the information you need. Just keep in mind to ask the most
important questions first.
Diff: 2
Skill: Concept
Objective: 1
65) In the final section of a request message, you should thank the reader in advance for
cooperating.
Answer: FALSE
Explanation: Conclude your message by sincerely expressing your goodwill and appreciation.
However, do not thank the reader in advance for cooperating; many people find that
presumptuous.
Diff: 2
Skill: Concept
Objective: 1
66) Normally, requests sent to individuals outside your organization should be more formal than
requests sent to audiences within your organization.
Answer: TRUE
Explanation: In contrast to requests sent internally, those sent to people outside the organization
usually adopt a more formal tone.
Diff: 1
Skill: Concept
Objective: 1
31
67) It is not necessary to ask someone's permission before listing his or her name as a job
reference.
Answer: FALSE
Explanation: Before you volunteer someone's name as a reference, ask permission to do so.
Some people do not want you to use their names, perhaps because they do not know enough
about you to feel comfortable writing a letter or because they or their employers have a policy of
not providing recommendations.
Diff: 1
Skill: Concept
Objective: 2
68) When requesting recommendations, you should use the indirect approach.
Answer: FALSE
Explanation: Because requests for recommendations and references are routine, you can
organize your inquiry using the direct approach.
Diff: 1
Skill: Concept
Objective: 2
69) When responding to a customer's request for a claim, companies usually accept his or her
explanation of the problem.
Answer: TRUE
Explanation: Even the best-run companies make mistakes. If you handle the situation well, your
customer is likely to be even more loyal than before because you have proven that you are
serious about customer satisfaction. Communication about a claim is a delicate matter when the
customer is at fault. If you refuse the claim, you may lose your customer as well as the
customer's friends and colleagues. You must weigh the cost of making the adjustment against the
cost of losing future business from one or more people. Sometimes a third party such as UPS or
another delivery service is at fault. Regardless of who eventually resolves the problem, if
customers contact you, you need to respond with messages that explain how the problem will be
resolved.
Diff: 2
Skill: Concept
Objective: 2
32
70) 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: When making a claim or requesting an adjustment, be prepared to back up your
claim with invoices, sales receipts, canceled checks, dated correspondence, and any other
relevant documents. Always make and send the copies, and keep the originals for your files.
Diff: 2
Skill: Concept
Objective: 2
71) The best opening for a positive message includes the single most important information you
need to give the audience.
Answer: TRUE
Explanation: When beginning a routine and positive message, you should place your main idea
first. Because readers will generally be interested in what you have to say, you can usually use
the direct approach. Then, use the body to explain all the relevant details, and close cordially.
Diff: 2
Skill: Application
Objective: 3
72) When sending a positive message to a customer, it is a good idea to reassure the customer
that he or she has made a wise purchase.
Answer: TRUE
Explanation: If you are communicating with a customer, you might want to use the body of your
message to assure the customer of the wisdom of his or her purchase selection (without being
condescending or self-congratulatory). Using such favorable comments, often known as resale, is
a good way to build customer relationships. These comments are commonly included in
acknowledgements of orders and other routine announcements to customers, and they are most
effective when they are relatively short and specific.
Diff: 2
Skill: Concept
Objective: 3
33
73) To preserve your company's reputation, messages granting customer requests for adjustment
should always imply that the customer was at fault.
Answer: FALSE
Explanation: When responding to claims and requests for adjustment, your response will depend
on your company's policies for resolving such issues and your assessment of whether the
company, the customer, or some third party is at fault. If your company is at fault, acknowledge
receipt of the customer's claim or request, sympathize with the customer's inconvenience or
frustration, take (or assign) personal responsibility for setting matters straight, explain precisely
how you have resolved or plan to resolve the situation, take steps to repair the relationship, and
follow up to verify that your response was correct. If the customer is at fault, you must weigh the
cost of making the adjustment against the cost of losing future business from one or more
customers. If a third party is at fault, explain the problem will be solved. Don't point fingers.
Diff: 2
Skill: Concept
Objective: 4
74) When replying to a customer's complaint when your company is at fault, be sure to list the
names of all employees who were involved in the error.
Answer: FALSE
Explanation: If your company is at fault, acknowledge receipt of the customer's claim or request,
sympathize with the customer's inconvenience or frustration, take (or assign) personal
responsibility for setting matters straight, explain precisely how you have resolved or plan to
resolve the situation, take steps to repair the relationship, and follow up to verify that your
response was correct. Furthermore, maintain a professional demeanor. Do not blame anyone in
your organization by name.
Diff: 1
Skill: Concept
Objective: 4
75) 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: No general scheme applies to every case involving a third party, so evaluate the
situation carefully and know your company's policies before responding. However, regardless of
who eventually resolves the problem, if customers contact you, you need to tell them how the
problem will be solved. Pointing fingers is unproductive and unprofessional. Resolving the
situation is the only issue customers care about.
Diff: 2
Skill: Concept
Objective: 4
34
76) Recommendation letters have created so many legal problems that many companies no
longer allow employees to write them.
Answer: TRUE
Explanation: Recommendation letters have become a complex legal matter in recent years, so be
sure to check your company's policies before writing a recommendation. Moreover, each time
you write a recommendation, you're putting your own reputation on the line. Ex-employees who
received negative references have sued their former employers. In addition, employers have sued
each other over reference letters that failed to disclose important negative information.
Diff: 2
Skill: Concept
Objective: 4
77) In positive recommendation letters, it's important to back up your general points with
specific examples of the candidate's fitness for the job.
Answer: TRUE
Explanation: When writing a positive recommendation letter, include the candidate's full name,
the objective the candidate is seeking, and the nature of your relationship with the candidate.
You should also include facts and evidence relevant to the candidate and the opportunity, a
comparison of the candidate's potential with that of his or her peers (if available), and your
overall evaluation of the candidate's suitability for the opportunity.
Diff: 1
Skill: Concept
Objective: 4
78) When asked to write a letter of recommendation for a poorly performing employee, you
should never refuse to do so.
Answer: FALSE
Explanation: If the person's shortcomings are so pronounced that you do not think he or she is a
good fit for the job, the only choice is not to write the letter at all. 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
35
79) 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: One prime opportunity for sending goodwill messages is to congratulate
individuals or companies for significant business achievements. Obviously, the nature of your
relationship with a recipient determines the ranges of appropriate subjects for congratulations.
Diff: 2
Skill: Application
Objective: 4
80) When writing a condolence message about a loss, you should always use comforting poetic
expressions such as "life is for the living."
Answer: FALSE
Explanation: When writing a condolence message, write in your own words. Write as if you
were speaking privately to the person. Do not quote "poetic" passages or use stilted or formal
phrases.
Diff: 2
Skill: Application
Objective: 4
81) 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, pay attention to tone
and don’t demand action. Instead, assume that your audience will comply, and be specific about
what you want.
Explanation: (1) State your request up front. (2) Write in a polite, undemanding, personal tone.
(3) Use the direct approach because your audience will probably respond favorably to your
request. (4) Be specific and precise in your request.
Diff: 3
Skill: Concept
Objective: 1
36
82) 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.
Explanation: When requesting specific action, close your message with a specific request, your
contact information, and an expression of appreciation.
Diff: 2
Skill: Application
Objective: 1
83) 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.
Explanation: Most routine messages fall into three main categories: asking for information and
action, asking for recommendations, and making claims and requesting adjustments.
Diff: 2
Skill: Concept
Objective: 2
84) Describe the three-step strategy for writing a routine request.

Answer: Clearly state your reason for writing. Then explain or justify your request. Close by
stating what you expect, including a deadline if appropriate.
Explanation: (1) State your request up front. (2) Explain and justify your request. (3) Request
specific action and close with courtesy.
Diff: 2
Skill: Concept
Objective: 1
85) You're preparing an internal blog posting to provide information about this year's annual
company picnic. Overall, your message is positive, but you also need to say that, unlike past
picnics, the event won't be catered. What approach should you use to convey this message?
Answer: If you're writing a generally positive routine message, place any mildly disappointing
information in as favorable a context as possible.
Explanation: If a routine message will contain positive and mildly disappointing information,
put the negative information into as favorable a context as possible.
Diff: 2
Skill: Synthesis
Objective: 3
37
86) 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.
Explanation: If the response to a request is a simple yes or some other straightforward
information, the direct approach is appropriate. A prompt, gracious, and thorough response will
positively influence how people think about you and the organization you represent. When you
are answering requests and a potential sale is involved, you have three main goals: 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: 3
Skill: Concept
Objective: 4
87) What part of a routine request should explain what you are asking the audience to do?
Answer: The body of a routine request should contain an explanation of what you are asking the
audience to do.
Explanation: Your routine request has three parts: an opening, a body, and a close. Your
opening should state your request up front. Use the body of your message to explain and justify
your request. Close your message courteously with a specific action.
Diff: 3
Skill: Concept
Objective: 1
88) If you need to include mildly disappointing information in a routine message, what should
you do?
Answer: You can still use the direct approach, if you put the negative portion into as favorable a
context as possible. However, if you're not sure that readers will react in a positive way, you
should use the indirect approach instead.
Explanation: If a routine message written in the direct approach will contain both positive and
mildly disappointing information, present the negative part in as favorable a context as possible.
However, include negative information in this type of message only if you're reasonably sure the
audience will respond in a positive way. Otherwise, the indirect approach will be more effective.
Diff: 3
Skill: Concept
Objective: 3
38
89) What is a news release?
Answer: A news release (or press release) is a specialized document used to share relevant
information with the local or national news media.
Explanation: A news release (a.k.a., press release) is a specialized document used to share
relevant information with the news media. News releases often communicate good-news.
Diff: 3
Skill: Concept
Objective: 4
90) How does a social media release differ from a traditional press release?
Answer: A social media release emphasizes bullet-point content over narrative paragraphs so
that bloggers and others can assemble their own stories.
Explanation: A news release (a.k.a., press release) is a specialized document used to share
relevant information with the news media. Unlike a traditional news release, the social media
release emphasizes bullet-point content over narrative paragraphs. Therefore, bloggers, editors,
and others can simply assemble their own stories, rather than having to rewrite the material in a
traditional release.
Diff: 3
Skill: Concept
Objective: 4
91) How have the Internet and social media changed the way many companies use news
releases?
Answer: Thanks to the Internet and social media, many companies often rely on direct-to-
consumer news releases, in which they communicate directly with customers and other
audiences instead of or in addition to going through the media.
Explanation: Thanks to the Internet and social media, the nature of the news release is changing.
Many companies now view a news release as a general-purpose tool for communicating directly
with customers and other audiences, creating direct-to-consumer news releases.
Diff: 3
Skill: Concept
Objective: 4
39
92) If you're 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, don't want to imply that you will grant similar
claims in the future. Instead, use diplomacy to remind the customer of proper usage without
being condescending or preachy.
Explanation: If you choose to grant a claim, writing such a message can be difficult. The body
of the message is tricky because you want to discourage such claims in the future by steering the
customer in the right direction. Even if you do grant a particular claim, you do not want to imply
that you will grant similar claims in the future. The challenge is to remind the customer (in a
diplomatic way) of proper usage or procedures without being condescending or preachy.
Diff: 3
Skill: Concept
Objective: 4
93) Describe the typical pattern for sharing routine information.

Answer: Use the following plan when sharing routine information: (1) state the purpose up front
and mention the nature of the information you'll provide; (2) provide the necessary details; and
(3) end with a courteous close.
Explanation: Many messages involve sharing routine information, such as product updates or
order status notifications. Use the opening of these routine messages to state your purpose and
mention the nature of the information you're providing. Give the necessary details in the body,
and then close your message courteously.
Diff: 2
Skill: Concept
Objective: 4
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.
Explanation: Employees have won lawsuits that charged former employers with defamation
related to job recommendations. Employers have also been sued for retaliation by ex-employees
who believed that negative letters were written expressly for purposes of revenge.
Diff: 3
Skill: Concept
Objective: 4
40
95) What should you keep in mind as you decide what to include in a message of condolence?
Answer: Condolence messages are the most personal business messages you may ever have to
write; therefore, keep them simple, short, and sincere. Focus on the recipient (not your feelings),
don't offer "life advice" or trite sayings, and think twice before injecting religion into the
message.
Explanation: 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 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
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, break it down into specific, individual
questions so that the reader can address each one separately. This not only shows respect for
your audience's time but also gets a more accurate answer more quickly.
Explanation: Ask the most important questions first. Ask only relevant questions. To help
expedite the response to your request, ask only questions that are central to your main request.
Doing so will generate an answer sooner and make better use of the other person's time. Break
complex requests into individual questions that are limited to only one topic each. Do not put the
burden of untangling a complicated request on your reader. This consideration shows respect for
your audience's time, and it probably will get you a more accurate answer in less time.
Diff: 3
Skill: Concept
Objective: 1
41
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.
Explanation: You must weigh the cost of making the adjustment against the cost of losing future
business from one or more customers. If you refuse the claim, you may lose your customer—as
well as many of the customer's friends and colleagues, who will hear only one side of the
dispute. If you choose to grant a claim, you can simply open with the good news, being sure to
specify exactly what you are agreeing to do. The body of the message is tricky because if you do
grant a particular claim, you do not want to imply that you will grant similar claims in the future.
The challenge is to remind the customer (diplomatically) of proper usage or procedures without
being condescending or preachy.
Diff: 3
Skill: Application
Objective: 4
98) Explain what you should include in an effective recommendation letter.

Answer: An effective recommendation letter includes the candidate's full name, the objective the
candidate is seeking, and the nature of your relationship with the candidate. You should also
include facts and evidence relevant to the candidate and the opportunity, a comparison of the
candidate's potential with that of his or her peers (if available), and your overall evaluation of the
candidate's suitability for the opportunity.
Explanation: Successful recommendation letters include the candidate's full name, the objective
the candidate is seeking, and the nature of your relationship with the candidate. Furthermore,
they include facts and evidence relevant to the candidate and the opportunity, a comparison of
this candidate's potential with that of peers, and your overall evaluation of the candidate's
suitability for the opportunity.
Diff: 3
Skill: Concept
Objective: 4
42
99) Explain why goodwill messages are important, and 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 such as, "You're terrific!" will detract from
your credibility in these messages.
Explanation: You can use goodwill messages to enhance your relationships with customer,
colleagues, and other business people by sending friendly - even unexpected - notes with no
direct business purpose. Effective goodwill messages must be sincere and honest. Otherwise, you
will appear to be interested in personal gain rather than in benefiting customers, fellow workers,
or your organization. To come across as sincere, avoid exaggerating and back up any
compliments with specific points. In addition, readers often regard understated praise as being
more sincere.
Diff: 3
Skill: Concept
Objective: 4
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.
Explanation: An important managerial quality is the ability to recognize the contributions of
employees, colleagues, suppliers, and other associates. Your praise does more than just make the
person feel good; it encourages further excellence. Moreover, a message of appreciation may
become an important part of someone's personnel file. Therefore, when you write a message of
appreciation, try to name the person or people you want to praise.
Diff: 3
Skill: Concept
Objective: 4
43

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Chapter 8 Writing Routine and Positive Messages

1) When making a routine request, you should begin with

2) When making a routine request, you should

4) In the body of a routine request, you should

6) When closing a direct request, you should

8) Before volunteering someone's name as a reference, always

10) The opening of a request for a recommendation should include

12) When making claims or requesting adjustments, you should begin by

14) Routine, positive messages should do all of the following except

20) The close of a routine reply or positive message should

24) When responding to a customer's request for an adjustment, it is usually reasonable to

26) When responding to a claim when your company is at fault, it is best to

35) Condolence messages should

45) In today's electronic media environment, handwritten thank-you notes

47) When making an unusual or complex request, it is best to

53) When you're writing a message of appreciation,

56) Most simple requests can be handled by explaining

57) A claim is ________; an adjustment is ________.

60) Most routine informative messages are

83) List the three major categories of common routine requests.

84) Describe the three-step strategy for writing a routine request.

93) Describe the typical pattern for sharing routine information.

98) Explain what you should include in an effective recommendation letter.

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57) A claim is ; an adjustment is .