Test Bank For Excellence in Business Communication 10 e 10th Edition 0133034070

Test Bank for Excellence in Business Communication, 10/E 10th Edition : 0133034070
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Communication, 10/E 10th Edition : 0133034070
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Excellence in Business Comm., 10e (Thill)
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 Page Ref: 224
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Plan and prepare business 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.
Skill: Concept
Objective: 1
1
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
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.
Skill: Critical Thinking
Objective: 1
Learning Outcome: Compose and shape business messages.
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.
Skill: Concept
Objective: 1
2
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.
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.
Skill: Concept
Objective: 1
3
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.
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.
Skill: Concept
Objective: 2
4
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) not 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 Page Ref: 226-228
Skill: Application
Objective: 2
10) The opening of a request for a recommendation should include

A) a buffer.
B) a statement implying that you're applying for a position.
C) a statement of why the recommendation is needed.
D) an apology for bothering the reader.
E) a comment that you don't mind if the writer overstates 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 the
recommendation is needed and that you would like your reader to write the letter. If it is not for a
job, be sure to explain what it is for.
Skill: Concept
Objective: 2
5
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.
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 making a claim or requesting an adjustment, open with a straightforward
statement of the problem, provide specific details in the body, and present facts honestly and
clearly. Be sure to politely summarize the desired action in the closing, 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. Above all maintain a
professional tone, even if you are extremely frustrated.
Skill: Concept
Objective: 2
6
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 and especially in your first message, assume that a fair adjustment will be made.
You should always use a direct request.
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.
Skill: Concept
Objective: 3
7
15) In a positive message, the main idea is presented
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.
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.
Skill: Concept
Objective: 3
8
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 is mixed and 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.
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) do not blame anyone in your organization by
name, 3) do not make exaggerated, insincere apologies. There is no point to putting the negative
information in a separate message.
Skill: Synthesis
Objective: 3
9
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.
E) all of the above.
Answer: B
Explanation: B) Using favorable comments such as "Thank you for purchasing the most durable
notebook computer you can buy" is often known as resale, and 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.
Skill: Application
Objective: 3
20) The close of a routine reply or positive message should

A) clearly state who will do what next.
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) When writing routine replied and positive messages, end with a courteous
close. Let your readers know that you have their personal well-being in mind. If follow-up action
is required, clearly state who will do what next.
Skill: Concept
Objective: 3
10
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 are left 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. If follow-up action is required, clearly
state who will do what next. 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.
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.
Skill: Concept
Objective: 4
11
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.
Skill: Concept
Objective: 4
24) When responding to a customer 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.
Skill: Concept
Objective: 4
12
25) When responding to a customer 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.
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) Most routine responses to a customer's complaint should take your company's
specific policies into account and 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.
Skill: Concept
Objective: 4
13
27) If a customer requesting an adjustment is at fault for the problem, the best response is often
to
A) refuse the claim without any explanation.
B) refuse the claim, but assertively point out the customer's mistake.
C) honor the claim but do so grudgingly.
D) honor the claim but diplomatically explain that your firm was not entirely at fault.
E) tell the customer he or she is lucky you're not pursuing legal action.
Answer: D
Explanation: D) If you choose to grant a claim when the customer was at fault, 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 you want to discourage such claims in the future by steering the
customer in the right direction. 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.
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 customers contact you,
you need to respond with messages that explain how the problem will be resolved. Pointing
fingers is unproductive and unprofessional. Resolving the situation is the only issue customers
care about.
Skill: Critical Thinking
Objective: 4
14
29) When writing a letter of recommendation, you should
A) illustrate your general points with facts and evidence.
B) show it to the job candidate before sending it to the person who requested it.
C) overstate the candidate's abilities if he or she is a good friend and really wants the job.
D) make sure to include any negative stories you've heard about the candidate.
E) always include at least one negative comment to show that you are being objective.
Answer: A
Explanation: A) When writing a letter of recommendation, your goal is to convince readers that
the person being recommended has the characteristics necessary for the job, project, or other
object the person is seeking. A successful recommendation letter has facts and evidence to back
up your statements. Whether or not you show your letter to the job candidate is up to the
individual person.
Skill: Concept
Objective: 4
30) If you have serious concerns about the qualifications of a job candidate who has asked you
for a recommendation, it is best to
A) keep them to yourself.
B) include others' criticisms to support your statements.
C) refuse to write the recommendation.
D) state your opinion strongly, since it is protected by the First Amendment.
E) write the letter, but give specific examples to back up your negative comments.
Answer: C
Explanation: C) If the person asking for a recommendation has shortcomings 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. Be aware that recommendation
letters have become a complex legal matter in recent years, so be sure to check your company's
policies before writing a recommendation.
Skill: Application
Objective: 4
Learning Outcome: Discuss the challenges and importance of business communications.
15
31) Your negative comments about a job candidate could be considered defamatory if
A) in a phone conversation you tell the applicant's potential employer that the applicant is an
alcoholic.
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) Over the years, employees have won lawsuits that charged former employers
with defamation charges - which can be successfully defended if the "defamatory" statements are
proven to be true. Employers have been sued for retaliation by ex-employees who believed that
negative letters were written expressly for purposes of revenge. Employers have even sued each
other over recommendation letters when the recipient of a letter believed the writer failed to
disclose important negative information.
Skill: Concept
Objective: 4
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) Some employers have sued each other over recommendation letters when the
recipient of a letter believed the writer failed to disclose important negative information.
Excluding important information or not writing a letter will not prevent companies from getting
sued. Ex-employees have been known to sue for retaliation when their employers refused to
write on their behalf. If the person asking for a recommendation has shortcomings 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.
Skill: Concept
Objective: 4
AACSB: Ethical Understanding and Reasoning Abilities
16
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. Simply present the factual
information in the body of the message and do not worry too much about the reader's attitude
toward the information. There is no need to use an indirect approach. You should never be vague
or ambiguous in a subject line; doing so will not encourage your audience to read the memo or
letter.
Skill: Concept
Objective: 3
34) When offering compliments in a goodwill message, you should

A) feel free to exaggerate.
B) always use the strongest words you can think of.
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. In addition, readers often regard more restrained praise as being more
sincere. You can temper your message by being more restrained, not by including negative
information or places to improve.
Skill: Concept
Objective: 4
17
35) Condolence messages should
A) be as long as possible.
B) make as little reference to the deceased as possible.
C) avoid "poetic" passages and stilted or formal phrases.
D) include comments on how you felt in a similar situation.
E) not mention the deceased by name.
Answer: C
Explanation: C) When writing condolences, keep reminiscences brief, write in your own words,
and be tactful. Do not quote "poetic" passages or use stilted or formal phrases. Also, take special
care to spell names correctly and be accurate in your review of facts. Write and deliver your
message promptly. You can write about special qualities of the deceased and consider
mentioning special attributes or resources of the bereaved person. Condolences should be
focused on the bereaved and the deceased, not on how you felt in a similar situation.
Skill: Concept
Objective: 4
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.
Skill: Concept
Objective: 1
18
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
are 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, the indirect approach is usually preferred.
Skill: Concept
Objective: 1
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). Request for
adjustment should not be phrased in an aggressive tone because it is important to maintain a
professional tone, 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.
Skill: Concept
Objective: 2
19
39) In requesting an adjustment, asking the company to make an assessment and then advise you
on how the situation could be fixed
A) is never effective.
B) shows uncertainty, and tends to work only with small companies.
C) is always more effective than proposing a solution of your own.
D) is helpful when you are uncertain about the exact nature of the problem.
E) is a viable option only if you have hired an attorney.
Answer: D
Explanation: D) When requesting an adjustment, sometimes you may be uncertain about the
precise nature of the trouble. In this case, you could ask the company to make an assessment and
then advise you on how the situation could be fixed. The size of the company is not relevant
when asking for an assessment by the company. Doing so is not necessarily more effective than
proposing a solution of your own or only a viable option if you hire an attorney.
Skill: Concept
Objective: 2
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.
Skill: Concept
Objective: 4
20
41) A crisis management plan
A) should guide a company in communicating about serious problems.
B) is not relevant to a company's response to claims, even when the company is at fault.
C) should not address communication, but instead focus on emergency procedures.
D) should be referenced in every response to disgruntled customers, since every case is a crisis.
E) should stipulate that the company must never accept responsibility for serious problems.
Answer: A
Explanation: A) Before you respond after your company has made a mistake, make sure you
know your company's policies, which might dictate specific legal and financial steps to be taken.
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.
Skill: Concept
Objective: 4
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 person being recommended has the characteristics necessary for the job, project assignment,
scholarship, or other objective the person is seeking. Comparing the candidate's potential to that
of peers is not unprofessional and does not reduce the candidate's chances of landing the job.
However, if you have only a gut feeling, possibly you should not be writing the letter.
Skill: Concept
Objective: 4
21
43) Most routine messages are
A) positive.
B) negative.
C) neutral.
D) persuasive.
E) controversial.
Answer: C
Explanation: C) Most routine communications are neutral. That is, they stimulate neither a
positive nor a negative response from readers. For example, when you send departmental
meeting announcements and reminder notices, you will generally receive a neutral response from
your readers. Most routine messages are unlikely to be persuasive or controversial.
Skill: Concept
Objective: 1
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.
Skill: Concept
Objective: 4
AACSB: Communication Abilities, Use of IT
22
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. Plus, in today's electronic media environment, a handwritten thank you
note can be a particularly welcome acknowledgement. Notes like this do not give an
unprofessional impression, do not require too much time, and are not viewed as obsolete.
Skill: Concept
Objective: 4
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. Doing so is not
unethical or more risky than writing a negative letter.
Skill: Concept
Objective: 4
23
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 what is wanted.
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.
Skill: Concept
Objective: 1
48) Including a deadline in the close of a request

A) is rude and unprofessional.
B) is acceptable for internal audiences, but never external.
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 is not rude, is acceptable regardless of the audience, and
will not offend the audience. Explaining the consequences of failing to meet it is unnecessary
and could be considered rude because you are assuming the recipient might not care about your
deadline.
Skill: Concept
Objective: 1
24
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) is viewed as a sign of weakness in most organizations.
E) generally reduces the likelihood of receiving a positive response.
Answer: B
Explanation: B) When making a routine request, you should 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. An
explanation is not unnecessary, does not suggest that you think the audience is unintelligent, is
not viewed as a sign of weakness, and does not reduce the likelihood of receiving a positive
response.
Skill: Concept
Objective: 1
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) The need to inquire about people arises often in business. For example, before
extending credit or awarding contracts, jobs, promotions, or scholarships, companies often ask
applicants to supply references: a list of people who can vouch for their ability, skills, integrity,
character, and fitness for the job. Asking for references is still a common practice, happens
regardless of the applicant's credit rating, is not illegal in the U.S., and is not a diplomatic way of
denying applications.
Skill: Concept
Objective: 2
25
51) 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.
Skill: Concept
Objective: 1
52) 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."
Skill: Concept
Objective: 1
53) 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.
Skill: Concept
Objective: 1
26
54) If the middle section of your request letter contains a series of questions, the most important
question should be saved for last.
Answer: FALSE
Explanation: 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.
Skill: Concept
Objective: 1
55) 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.
Skill: Concept
Objective: 1
56) There is no reason to put requests to fellow employees in writing.

Answer: FALSE
Explanation: When making a request of fellow employees, you can assume some shared
background when communicating. However, that does not mean there is no reason to put such a
request in writing.
Skill: Concept
Objective: 1
27
57) Requests sent to individuals outside your organization should be more formal than those sent
internally.
Answer: TRUE
Explanation: In contrast to requests sent internally, those sent to people outside the organization
usually adopt a more formal tone.
Skill: Concept
Objective: 1
58) 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.
Skill: Concept
Objective: 2
59) 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.
Skill: Concept
Objective: 2
60) If you are writing to someone to request a recommendation letter for a job or scholarship,
you should include a stamped, preaddressed envelope for mailing.
Answer: TRUE
Explanation: Close your message for a recommendation letter 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.
Skill: Application
Objective: 2
28
61) When responding to claim letters, companies usually accept the customer's 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.
Skill: Concept
Objective: 2
62) 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.
Skill: Concept
Objective: 2
63) 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.
Skill: Application
Objective: 3
29
64) A routine positive message should never include negative information.
Answer: FALSE
Explanation: 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.
Skill: Concept
Objective: 3
65) 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.
Skill: Concept
Objective: 3
66) 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, respond with an explanation of how the problem will be
solved. Do not point fingers.
Skill: Concept
Objective: 4
30
67) Even when you grant a dissatisfied customer's request for adjustment, he or she will most
likely not return to your business.
Answer: FALSE
Explanation: If you handle the situation well, your customer is likely to be even more loyal than
before because you have proven you are serious about customer satisfaction.
Skill: Concept
Objective: 4
68) 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. Plus, maintain a professional demeanor. Do not blame anyone in your
organization by name.
Skill: Concept
Objective: 4
69) In a letter agreeing to make an adjustment even though the buyer technically was at fault, a
courteous tone is less important.
Answer: FALSE
Explanation: 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
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 diplomatically remind the customer of proper usage or
procedures without being condescending or preachy.
Skill: Concept
Objective: 4
31
70) 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 respond with
messages that explain how the problem will be solved. Pointing fingers is unproductive and
unprofessional. Resolving the situation is the only issue customers care about.
Skill: Concept
Objective: 4
71) Recommendation letters have created so many legal problems that many companies no
longer allow employees to write them.
Answer: TRUE
Explanation: Be aware that recommendation letters have become a complex legal matter in
recent years, so be sure to check your company's policies before writing a recommendation. Also
keep in mind that every time you write a recommendation, you are putting your own reputation
on the line. Employers have been sued for retaliation by ex-employees who believed that
negative letters were written expressly for purposes of revenge. Employers have even sued each
other over recommendation letters when the recipient of a letter believed the writer failed to
disclose important negative information.
Skill: Concept
Objective: 4
72) 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, you should include the following
information: the candidate's full name, the position or other objective the candidate is seeking,
the nature of your relationship with the candidate, facts and evidence relevant to the candidate
and the opportunity, a comparison of this candidate's potential with that of peers if available
(such as ranked top sales for last year or graduated in the top ten percent of her class), and your
overall evaluation of the candidate's suitability for the opportunity.
Skill: Concept
Objective: 4
32
73) 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.
Skill: Application
Objective: 4
74) 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.
Skill: Application
Objective: 4
75) 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.
Skill: Application
Objective: 4
33
76) If you are applying for a job, you may need to ask a professional associate to write a letter of
________.
Answer: recommendation OR reference
Explanation: Companies often ask applicants to supply references: a list of people who can
vouch for their ability, skills, integrity, character, and fitness for the job. Before you volunteer
someone's name as a reference, ask permission to do so.
Skill: Concept
Objective: 2
77) Customers who are dissatisfied with a company's product or service make a(n) ________, or
formal complaint.
Answer: claim
Explanation: 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).
Skill: Concept
Objective: 2
78) Dissatisfied customers can request a(n) ________, or claim settlement.

Answer: adjustment
Explanation: 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).
Skill: Concept
Objective: 2
79) The body of a positive message is a good place to use ________, assuring the customer of
the wisdom of his or her purchase selection.
Answer: resale
Explanation: When writing a routine, positive message to a customer, you might also 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.
Skill: Concept
Objective: 3
34
80) Messages of ________ express sympathy.
Answer: condolence
Explanation: In times of serious trouble and deep sadness, well-written condolences and
expressions of sympathy can mean a great deal to people who have experienced loss. This type
of message is difficult to write, but do not let the difficulty of the task keep you from responding
promptly.
Skill: Concept
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, it is important to pay
attention to tone and to avoid demanding action. You should also assume that your audience will
comply, and be specific about what you want.
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.
Skill: Concept
Objective: 1
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 three important
elements: 1) a specific request, 2) information about how you can be reached (if it is not
obvious), and 3) an expression of appreciation.
Skill: Application
Objective: 1
35
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: Many of the routine messages you will be writing will likely fall into three main
categories: asking for information and action, asking for recommendations, and making claims
and requesting adjustments.
Skill: Concept
Objective: 2
84) Describe the three-step strategy for writing a routine request.

Answer: Start with a clear statement of your reason for writing. Then provide whatever
explanation is needed to justify your request. Finally, close with a specific account of what you
expect, and include a deadline if appropriate.
Explanation: 1) State your request up front. 2) Explain and justify your request. 3) Request
specific action in a courteous close.
Skill: Concept
Objective: 1
85) You're preparing an internal blog posting providing information on this year's annual
company picnic. The message is generally positive, but you need to say that—unlike past
picnics—the event will not be catered. What approach is best for conveying negative information
such as this in the context of a positive message?
Answer: In a generally positive routine message, mildly disappointing information should be
placed in as favorable a context as possible.
Explanation: If your routine message is mixed (positive and negative) and must convey mildly
disappointing information, put the negative portion of your message into as favorable a context
as possible.
Skill: Synthesis
Objective: 3
36
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.
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.
Skill: Concept
Objective: 1
88) If your routine message must convey some mildly disappointing information, what is the best
way to present it?
Answer: If your routine message must convey some mildly disappointing information, it is best
to put the negative portion into as favorable a context as possible.
Explanation: If your routine message is mixed (positive and negative) and must convey mildly
disappointing information, put the negative portion of your message into as favorable a context
as possible. For example, instead of writing "No, we no longer carry the Sportsgirl line of
sweaters," write, "The new Olympic line has replaced the Sportsgirl sweaters that you asked
about. Olympic features a wider range of colors and sizes and more contemporary styling."
Skill: Concept
Objective: 3
37
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 is also called a press release and is a specialized document used to
share relevant information with the news media. Good-news announcements are often
communicated in a news release.
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 traditional news release is also called a press release and is a specialized
document used to share relevant information with the news media. Good-news announcements
are often communicated in a news release. The social media release has several advantages over
the traditional release. First, 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.
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 it as a general purpose tool for communicating directly with
customers and other audiences, creating direct-to-consumer news releases.
Skill: Concept
Objective: 4
38
92) In responding favorably to a claim even though the customer was at fault, what should you
try to accomplish in the body of your message?
Answer: In the body of the message, you want to discourage such claims in the future by
steering the customer in the right direction. Also, you don't want to imply that you will grant
similar claims in the future. The challenge is to diplomatically remind the customer of proper
usage without being condescending or preachy.
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 diplomatically remind the
customer of proper usage or procedures without being condescending or preachy.
Skill: Concept
Objective: 4
93) Briefly describe the advantages social media releases have over the traditional news release.
Answer: First, the social media release makes it easy for bloggers, editors and others to
assemble their own stories, rather than being forced to rewrite the material in a traditional
release. Second, as an electronic-only document, the social media release offers the ability to
include videos and other multimedia elements. Third, social bookmarking buttons make it easy
for people to help publicize the content.
Explanation: First, 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. Second, as an electronic-only document (a
specialized webpage, essentially) the social media release offers the ability to include videos and
other multimedia elements. Third, social bookmarking buttons make it easy for people to
publicize the content.
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.
Skill: Concept
Objective: 4
39
95) List at least three guidelines to follow when writing condolence messages.
Answer: Messages expressing sympathy are best when you keep reminiscences brief, write in
your own words, and write tactfully. They also require special care with things such as correctly
spelling names. It is also helpful to write about the special qualities of the deceased and those of
the bereaved person as you express sympathy for the loss.
Explanation: 1) Keep reminiscences brief. 2) Write in your own words. 3) Be tactful. 4) Take
special care. Be sure to spell names correctly and be accurate in your review of facts. 5) Write
about special qualities of the deceased. 6) Consider mentioning special attributes or resources of
the bereaved person. If you know that the bereaved person has attributes or resources that will be
a comfort in the time of loss, such as personal resilience, religious faith, or a circle of close
friends, mentioning these can make the reader feel more confident about handling the challenges
he or she faces.
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, it is best to break it down into specific,
individual questions so that the reader can address each one separately. This shows respect for
your audience's time but also gets a more accurate answer in less time.
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.
Skill: Concept
Objective: 1
40
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. Some companies have strict guidelines for responding to such claims, whereas others
give individual employees and managers some leeway in making case-by-case decisions. 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 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 diplomatically remind the customer of proper usage or procedures without being
condescending or preachy.
Skill: Application
Objective: 4
98) Explain what you should include in an effective recommendation letter.

Answer: A successful recommendation letter includes (1) the candidate's full name, (2) the
position or other objective the candidate seeks, (3) the nature of your relationship with the
candidate, (4) facts and evidence relevant to the candidate and the opportunity, (5) a comparison
of this candidate's potential with that of peers, and (6) your overall evaluation of the candidate's
suitability for the opportunity.
Explanation: A successful recommendation letter contains a number of relevant details,
including the candidate's full name, the position or other objective the candidate is seeking, the
nature of your relationship with the candidate, 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.
Skill: Concept
Objective: 4
41
Test Bank for Excellence in Business Communication, 10/E 10th Edition : 0133034070
99) Explain why goodwill messages are important, then describe at least two characteristics of
effective goodwill messages.
Answer: Goodwill messages can improve your relationships with customers, colleagues, and
other businesspersons. They should be sincere and honest—otherwise the writer appears
interested only in personal gain. Avoid exaggeration, back up compliments with specific points,
and be restrained but sincere in your praise. Saying things 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 more restrained praise as
being more sincere.
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. Plus, a message of appreciation may become
an important part of someone's personnel file. So when you write a message of appreciation, try
to specifically mention the person or people you want to praise.
Skill: Concept
Objective: 4
42
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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

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

32) Excluding important negative information about a candidate in a recommendation letter

34) When offering compliments in a goodwill message, you should

36) Writing "thank you in advance" at the close of a routine request

38) Unlike a claim, a request for adjustment

40) When a company grants a customer's claim or request for adjustment,

44) Unlike traditional press releases, a social media release

46) Refusing to write a recommendation letter

48) Including a deadline in the close of a request

50) Requesting references before extending credit

56) There is no reason to put requests to fellow employees in writing.

78) Dissatisfied customers can request a(n) ________, or claim settlement.

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

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

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