Question 1

If your response to an inquiry includes some bad news along with good news,you should place the bad news at the beginning and ending of the message.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following guidelines should be followed when writing an order acknowledgement message?

Accepted Answer

A)   Begin with the news of when the order should be received by the customer.
B)   Begin by explicitly thanking the customer for their order.
C)   Open the message with promotional material.
D)   Refrain from mentioning expected delays.
E)   Avoid wasting time in building goodwill.F) D) and E)
G) A) and E)

Question 3

When you believe that your reader's response will be ________ or _______,the direct organizational plan is appropriate.

Accepted Answer

A)   positive;neutral
B)   positive;negative
C)   neutral;negative
D)   formal;polite
E)   informal;impoliteF) A) and B)
G) A) and C)

Question 4

Which of the following guidelines should be followed when writing order acknowledgement messages?

Accepted Answer

A)   Begin the message with bad news,if there is any.
B)   Be direct in telling the customer about any additional information they need to provide.
C)   Include information about new products,services,or opportunities for the reader.
D)   Refrain from mentioning a delay if it is due to unexpected reasons.
E)   Avoid wasting time in building goodwill and stick to the main point.F) C) and D)
G) A) and E)

Question 5

If Julie writes an email responding to a customer complaint,she is engaging in internal-operational communication.

Accepted Answer

A) True 
 B)False

Question 6

An order acknowledgment message begins with good news and ends on a goodwill note.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is the most effective method of making questions stand out in a routine message?

Accepted Answer

A)   combining two or more questions in a sentence
B)   structuring questions in true question form
C)   placing all the questions in a single paragraph
D)   avoiding the use of bullets to list questions
E)   including as many questions as possible in each paragraphF) C) and D)
G) All of the above

Question 8

Messages that stay within a business and are used to complete the work of the business are referred to as ______ messages.

Accepted Answer

A)   external-operational
B)   routine inquiry
C)   direct
D)   internal-operational
E)   neutralF) A) and C)
G) B) and E)

Question 9

Briefly explain the nature of internal-operational communications and the tone used in such messages.

Accepted Answer

Internal-operational communications are ...

Question 10

When ending routine inquiry messages,one should avoid mentioning deadlines and the reasons for them.

Accepted Answer

A) True 
 B)False

Question 11

Casual operational messages do not require careful construction or wording.

Accepted Answer

A) True 
 B)False

Question 12

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

Accepted Answer

A)   Answer the questions in order of simplest to most complex.
B)   Respond to the most important query as quickly as possible,then follow up with a second message addressing the less important questions.
C)   Avoid telling the reader that you are complying with his or her request,as it sounds redundant.
D)   Avoid numbering your answers,unless the questions they are responding to were also numbered.
E)   Arrange the answers in the same order as the corresponding questions in the inquiry message.F) C) and D)
G) C) and E)

Question 14

Which of the following statements about a routine inquiry that seeks only one piece of information is true?

Accepted Answer

A)   The message can be move to a goodwill ending immediately after you ask your question.
B)   Such a message restricts the sender from adding any extra explanation related to the query.
C)   The length of the message must be kept to a minimum by excluding explanatory information.
D)   Such a message makes it mandatory for the writer to use the indirect approach.
E)   The message requires that the writer use the we-viewpoint in addressing the reader.F) A) and B)
G) A) and C)

Question 15

Elewa needs an immediate response from her client about an incomplete order.Which of the following closing statements should she use in her message to the client?

Accepted Answer

A)   Thank you! I will be expecting a response from you soon.
B)   If you need further information,please don't hesitate to ask me.
C)   Please contact me as soon as possible.
D)   Please send me these details at your convenience.
E)   Please reply by 2:00 p.m.to ensure that your order ships today.F) B) and E)
G) B) and D)

Question 16

Which of the following guidelines should be followed when responding favorably to multiple questions in a routine inquiry message?

Accepted Answer

A)   Order your answers logically,such as in numbered paragraphs.
B)   Make your answers stand out by responding to each question in a new message.
C)   Build suspense by answering the most important question last.
D)   Answer as concisely as possible,combining several answers into a single paragraph where practical.
E)   Avoid using numbered or bulleted lists.F) B) and D)
G) A) and E)

Question 17

Bettina is a property investment manager who wants to write to a client telling him that the new sprinkler system installed at his property has already reduced its water bill by hundreds of dollars over last year.Which of the following guidelines should Bettina follow when writing this message?

Accepted Answer

A)   She should write the message using the indirect approach of organizing information.
B)   She should explain the orienting material in detail and keep the main objective brief.
C)   She should present the objective or key point of the message at the end.
D)   She should include all necessary explanations in the body of the message.
E)   She should end with a general closing,such as "If you need further information,just ask."F) All of the above
G) C) and D)

Question 18

Which of the following is an ideal opening for a direct claim?

Accepted Answer

A)   Unfortunately,you shipped only three laptops instead of the five we ordered.
B)   Please adjust invoice 3459 to show that we ordered six office chairs,not seven.
C)   Imagine our disappointment when we received our order and discovered three broken glasses.
D)   On November 1,our team met and decided it was time to upgrade the phones for our field representatives.
E)   You shipped us three tablets that didn't work,and you shipped them later than you promised.F) A) and D)
G) A) and C)

Question 19

How should bad news be handled when writing routine responses?

Accepted Answer

When your message includes bad news,you ...

Question 20

When is it best to use the indirect approach in creating a message?

Accepted Answer

A)   when the message is likely to evoke a negative response from the reader
B)   when the message is requesting routine information
C)   when the message is informing the reader about good news
D)   when the message is intended for an audience who prefers to get to the main point without delay
E)   when the message is likely to evoke a neutral response from the readerF) B) and E)
G) A) and B)

Exam 8: Writing Good-News and Neutral Messages

Which of the following is the most effective method of making questions stand out in a routine message?

Correct AnswerverifiedShow Answer

If Julie writes an email responding to a customer complaint,she is engaging in internal-operational communication.

Correct AnswerverifiedShow Answer

Which of the following statements about a routine inquiry that seeks only one piece of information is true?

Correct AnswerverifiedShow Answer

Bettina is a property investment manager who wants to write to a client telling him that the new sprinkler system installed at his property has already reduced its water bill by hundreds of dollars over last year.Which of the following guidelines should Bettina follow when writing this message?

Correct AnswerverifiedShow Answer

An order acknowledgment message begins with good news and ends on a goodwill note.

Correct AnswerverifiedShow Answer

When is it best to use the indirect approach in creating a message?

Correct AnswerverifiedShow Answer

Elewa needs an immediate response from her client about an incomplete order.Which of the following closing statements should she use in her message to the client?

Correct AnswerverifiedShow Answer

Casual operational messages do not require careful construction or wording.

Correct AnswerverifiedShow Answer

Which of the following guidelines should be followed when answering two or more questions in a favorable response message?

Correct AnswerverifiedShow Answer

How should bad news be handled when writing routine responses?

Correct AnswerverifiedWhen your message includes bad news,you ...View AnswerShow Answer

If your response to an inquiry includes some bad news along with good news,you should place the bad news at the beginning and ending of the message.

Correct AnswerverifiedShow Answer

Briefly explain the nature of internal-operational communications and the tone used in such messages.

Correct AnswerverifiedInternal-operational communications are ...View AnswerShow Answer

Which of the following is an ideal opening for a direct claim?

Correct AnswerverifiedShow Answer

When ending routine inquiry messages,one should avoid mentioning deadlines and the reasons for them.

Correct AnswerverifiedShow Answer

Which of the following guidelines should be followed when writing order acknowledgement messages?

Correct AnswerverifiedShow Answer

Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.

Correct AnswerverifiedShow Answer

Which of the following guidelines should be followed when responding favorably to multiple questions in a routine inquiry message?

Correct AnswerverifiedShow Answer

When you believe that your reader's response will be ________ or _______,the direct organizational plan is appropriate.

Correct AnswerverifiedShow Answer

Which of the following guidelines should be followed when writing an order acknowledgement message?

Correct AnswerverifiedShow Answer

Messages that stay within a business and are used to complete the work of the business are referred to as ______ messages.

Correct AnswerverifiedShow Answer

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When your message includes bad news,you ...
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Internal-operational communications are ...
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When you believe that your reader's response will be __ or _,the direct organizational plan is appropriate.

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