Question 1

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. B

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Karpos is looking for a company to supply his business with wire in various gauges. When sending inquiries to prospective suppliers, which of the following would be the most effective sentence to include in his opening?

Accepted Answer

A)   We would like to know about your wire products.
B)   It would be nice if you could tell me about your wire products.
C)   Will you please answer the following questions about your wire products?
D)   As our previous supplier went out of business, we need information regarding your wire products.
E)   Your wire products appear to be just what we need.

Question 4

Internal-operational communications are highly casual exchanges between employees of the same company.

Accepted Answer

A) True 
 B)False

Question 5

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

Accepted Answer

A)   Your prompt reply to our proposal by August 31 will allow us to start our work on time.
B)   We would appreciate an early response.
C)   We know that you will be kind enough to help us. Thank you in advance.
D)   Hoping to hear from you ASAP.
E)   Please return the completed project reports at your convenience.

Question 7

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.

Question 8

A when writing a claim that you have good reason to believe will result in an adjustment, you should use the indirect order.

Accepted Answer

A) True 
 B)False  False

Question 9

The following is an email from Devi to her co-worker, Ilya: "Remind me, should David be invited to tomorrow's meeting?"
This is an example of

Accepted Answer

A)   a casual internal-operational message.
B)   a moderately formal internal-operational message.
C)   a formal internal-operational message.
D)   an informal external-operational message.
E)   a moderately formal external-operational message.

Question 10

Explain the process of closing routine messages with goodwill.

Accepted Answer

While closing routine messages, you shou...

Question 11

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Binh is writing a message to a client to tell him that if he does not bring his account current, she will be forced to end their working relationship. She knows he will not respond well to this message. What should she do?

Accepted Answer

A)   begin her message by accusing him
B)   use the direct organizational plan
C)   use the indirect organizational plan
D)   end her message by pointing out how bad the situation is
E)   use blunt language to immediately identify the problem

Question 14

A direct-order message

Accepted Answer

A)   prepares the reader to receive an emotionally-charged message.
B)   offers the writer the flexibility to compose a message that is open to numerous interpretations.
C)   allows the writer to begin with the key point and get to the objective without delay.
D)   allows the writer to create a general message that is not adapted to suit a specific audience.
E)   allows the writer to present simple information in a complex manner.

Question 15

The opening of a routine inquiry should always

Accepted Answer

A)   ask a specific question.
B)   give the reader a clear sense of your purpose.
C)   orient the reader with a brief background statement.
D)   use a broad question to introduce the more specific questions you will ask in the body.
E)   provide an explanation of why you are making the inquiry.

Question 16

Casual operational messages do not require careful construction or wording.

Accepted Answer

A) True 
 B)False

Question 17

A good place for general explanatory material in a routine inquiry with multiple questions is

Accepted Answer

A)   just after or along with the salutation in the message.
B)   before the orienting material in the message.
C)   in the goodwill ending of the message.
D)   in an attachment as extra information.
E)   in the body of the message along with the questions.

Question 18

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; impolite A

Question 19

Explain the general plan for direct-order messages.

Accepted Answer

The general plan for the direct approach...

Question 20

Messages that contain good news should be written in the indirect order.

Accepted Answer

A) True 
 B)False

Exam 8: Writing Good-News and Neutral Messages

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

Correct AnswerverifiedB

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

Correct AnswerverifiedShow Answer

Karpos is looking for a company to supply his business with wire in various gauges. When sending inquiries to prospective suppliers, which of the following would be the most effective sentence to include in his opening?

Correct AnswerverifiedShow Answer

Internal-operational communications are highly casual exchanges between employees of the same company.

Correct AnswerverifiedShow Answer

When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.

Correct AnswerverifiedShow Answer

Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A when writing a claim that you have good reason to believe will result in an adjustment, you should use the indirect order.

Correct AnswerverifiedFalse

The following is an email from Devi to her co-worker, Ilya: "Remind me, should David be invited to tomorrow's meeting?" This is an example of

Correct AnswerverifiedShow Answer

Explain the process of closing routine messages with goodwill.

Correct AnswerverifiedWhile closing routine messages, you shou...View AnswerShow Answer

For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Binh is writing a message to a client to tell him that if he does not bring his account current, she will be forced to end their working relationship. She knows he will not respond well to this message. What should she do?

Correct AnswerverifiedShow Answer

A direct-order message

Correct AnswerverifiedShow Answer

The opening of a routine inquiry should always

Correct AnswerverifiedShow Answer

Casual operational messages do not require careful construction or wording.

Correct AnswerverifiedShow Answer

A good place for general explanatory material in a routine inquiry with multiple questions is

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA

Explain the general plan for direct-order messages.

Correct AnswerverifiedThe general plan for the direct approach...View AnswerShow Answer

Messages that contain good news should be written in the indirect order.

Correct AnswerverifiedShow Answer

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B

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False

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While closing routine messages, you shou...
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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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A

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The general plan for the direct approach...
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