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Chapter 6
1. Most workplace messages are
a. sent via text message.
b. placed on Post-It notes in the employees' lounge.
c. positive or neutral.
d. long and ambiguous.
Answer: c
Rationale:
Most workplace messages are positive or neutral and help workers conduct everyday
business.
2. Most workplace messages should be organized
a. indirectly.
b. chronologically.
c. directly.
d. topically.
Answer: c
Rationale:
Most workplace messages should be organized directly by revealing the main idea first.
3. Which of the following is not a routine business message?
a. An e-mail message to a coworker that confirms the time for an upcoming meeting
b. A letter to a customer denying his or her request for credit
c. An e-mail reply to a customer acknowledging that his or her order has been shipped
d. An all-staff memo that outlines the new procedures for processing returned merchandise
Answer: b
Rationale:

A letter to a customer that denies his or her credit request would not be a routine business
message because routine messages are positive messages. Routine messages include simple
requests for information or action, replies to customers, explanations to coworkers,
instructions, direct claims, and complaints.
4. Which of the following is not one of the most frequently used communication channels in
businesses today?
a. Letters
b. Memos
c. E-mails
d. Tweets
Answer: d
Rationale:
E-mails, memos, and letters are the most frequently used communication channels used in
businesses.
5. Which of the following statements best describes the use of letters, e-mails, and memos in
businesses today?
a. Businesses use memos to deliver positive messages internally and externally, but they use
formal business letters to deliver negative messages.
b. E-mail delivers most internal communication, hard-copy memos deliver most external
communication, and letters communicate only legal issues.
c. Despite the popularity of e-mail, in certain situations letters remain the preferred channel of
communication for delivering messages outside an organization.
d. Businesses today use e-mail, memos, and letters interchangeably for all audiences,
purposes, and messages.
Answer: c
Rationale:

Although e-mail is the No. 1 communication channel, businesses continue to rely on letters
for certain messages outside an organization.
6. Although e-mail is successful for both internal and external communication, you should
still use letters when
a. you need immediate feedback.
b. the message must reach your reader very quickly.
c. formality and sensitivity are essential.
d. you have too little time to proofread.
Answer: c
Rationale:
You should write a business letter when formality and sensitivity are essential. Other reasons
for writing letters include the need for a permanent record; the need for confidentiality; and
the need for a persuasive, well-organized presentation.
7. In which of the following situations should you send a letter instead of an e-mail message?
a. You are planning a sales team meeting.
b. You are asking leading members of the community to contribute to a fundraising event to
improve local parks.
c. You are inviting employees to the annual sales seminar.
d. You are reminding employees of Friday's divisional meetings.
Answer: b
Rationale:
You should write a letter to ask members of the community to contribute to a fundraising
effort to improve the local parks because you are delivering a persuasive message. You could
deliver all other messages effectively via e-mail.
8. Which statement about the format of a business letter is most accurate?
a. Legal agreements are invalid if they do not demonstrate the correct letter format.

b. All business letters will use the block formatting style.
c. The appearance of a business letter can send nonverbal messages about a sender to a
receiver.
d. All answer choices are accurate.
Answer: c
Rationale:
Regardless of the words printed on the paper, the format of a business letter communicates
silent messages about the writer such as his or her carefulness and experience.
9. In the popular block letter format, which of the following guidelines apply?
a. Use ragged, unjustified right margins.
b. Use fully justified margins on all sides and center the body of the letter on the page.
c. Start the sender's address, the dateline, and the complimentary close at the midpoint; align
all other letter parts at the left margin.
d. Double-space all content to improve readability.
Answer: a
Rationale:
In full-block style, the parts of a letter (dateline, inside address, body, and so on) are set flush
left on the page. The letter is arranged on the page so that it is centered and framed by white
space with margins of 1 to 1 1/2 inches. Set lines with left justification and ragged right
margins.
10. When business writers request information or action that will likely be received
positively, they should frontload their messages, which requires
a. including an attachment.
b. proofreading only the beginning of a letter.
c. including a salutation or greeting.
d. putting the most significant statement first.

Answer: d
Rationale:
When business writers request information or action that will likely be received positively,
they should "frontload" their messages, which means putting the most significant statement
first.
11. Which of the following is an effective opening for a routine request message?
a. Please answer the following questions about your Web services.
b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
c. I recently read an article about your firm in the local newspaper.
d. Cape Consulting Inc. is the premier communication-consulting firm in the Cape and
islands area.
Answer: a
Rationale:
Only "Please answer the following questions about your Web services" specifies the reason
that you are writing and is an appropriate, direct opening for your routine request.
12. Which part(s) of your messages are readers likely to find most interesting and read first?
a. Footnote
b. Opening and closing
c. Middle paragraphs of justification and explanation
d. Salutation
Answer: b
Rationale:
The most emphatic positions are the openings and closings. Readers tend to look at them
first.

13. Courtney is getting married and is trying to gather information about the banquet facilities
of a potential venue in Las Vegas. She has lots of questions and decides to write a routine
informational message. How should she present these questions in her message?
a. As a separate enclosure
b. In a bulleted or numbered list in the body of her message
c. In paragraph form in the body of her message
d. In a follow-up e-mail
Answer: b
Rationale:
The best way to present a series of questions is in a numbered or bulleted list in the body of
the message. Courtney should also be certain that the list is presented in parallel structure.
14. The body of a routine request message presents
a. details explaining the request.
b. action responses from the receiver.
c. deadlines and approvals from governmental agencies.
d. cost-to-benefit ratio analyses.
Answer: a
Rationale:
The body of a routine request should explain the request sufficiently. Include the details that
allow the reader to understand and, perhaps, comply with your request.
15. End dates and specific actions in a routine request message should be placed in the
a. introduction.
b. body.
c. closing.
d. enclosure notation.

Answer: c
Rationale:
Use the final paragraph to ask for specific action, to set an end date if appropriate, and to
express appreciation. Readers look for action information in your closing paragraph.
16. Which of the following would be the most effective closing statement in a routine action
request message?
a. Please send a contract for heating and ventilation work by April 1 to allow installation to
begin by April 15.
b. We hope you can get our work completed in a timely manner.
c. Thank you in advance for sending a copy of the contract for installation of a new HVAC
system by April 1.
d. I would appreciate receiving a copy of the contract for your proposed installation at your
earliest possible convenience.
Answer: a
Rationale:
"Please send a contract for heating and ventilation work by April 1 to allow installation to
begin by April 15" asks for specific information and provides a clear end date with a reason
for the end date; thus it is the most effective closing statement.
17. In responding positively, you will want to
a. focus your message first on resale or on the promotion of other business products.
b. apply the same direct pattern used in making requests.
c. start with an explanation of the reasons the request is granted.
d. apply an indirect pattern to demonstrate respect for the recipient.
Answer: b
Rationale:
When you are responding positively, you should organize your message directly, just as the
request was organized. Open the reply with a statement granting the request.

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

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

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

Answer: b
Rationale:
In writing messages that deliver instructions, be careful of your tone; your tone should not be
autocratic or dictatorial. Assume that employees want to contribute to the organization's
success and to their own achievement, and avoid placing blame for failures or problems.
25. Which of the following statements about claims is most accurate?
a. If you expect that your claim will be granted, a letter or e-mail message is not necessary.
b. Businesses will probably take a claim letter more seriously than an e-mail message or a
telephone call.
c. All claim messages should be written using the indirect strategy.
d. Smart businesses dislike receiving claim messages because it means they did something
wrong.
Answer: b
Rationale:
Written claims are often taken more seriously, and smart businesses want to hear from their
customers. Thus you should write your message using the direct strategy, even if your claim
is likely to be granted.
26. Arika is following the three-part plan to write a claim message about a problem with her
digital communication service bundle. What should she put in her opening?
a. A clear description of the desired action
b. An explanation of the nature of her problem with the digital communication service bundle
c. A goodwill statement and end date
d. Her phone number
Answer: a
Rationale:

In the opening Arika should provide a clear description of the desired action. She should
explain the problem and details of the adjustment she desires in the body; she should present
her goodwill statement and end date in the closing.
27. Which of the following openings is most appropriate for a claim message?
a. For the past four years, we have held our annual banquet at your fine restaurant.
b. On January 31 a number of our employees attended a banquet at your restaurant.
c. Please process a refund for $68 to reimburse us the amount we were overcharged for our
banquet.
d. We were extremely upset to learn that we were charged too much for our banquet.
Answer: c
Rationale:
Because this is a direct claim, not a persuasive one, state the action you desire from the reader
in the opening. Only "Please process a refund for $68 to reimburse us the amount we were
overcharged for our banquet" clearly states the action in an appropriate tone.
28. You can improve the effectiveness of a claim message by
a. using a few threatening words to get your point across.
b. providing a detailed timeline of what happened and the specific person who is to blame for
the problem.
c. explaining the problem with necessary details.
d. including a subtle reference to your attorney or to the Better Business Bureau.
Answer: c
Rationale:
The body of a claim message should explain the problem and provide enough details to allow
the reader to correct the problem without further correspondence. Using threats and blaming
people are not effective techniques.
29. Joaquin will use the three-step writing plan for his claim message. In the body of the
message, Joaquin will

a. assume the company understands his request without explanation.
b. use emotional language to show how upset he is about the situation.
c. assume the company purposely tries to cheat its customers.
d. identify enclosed copies of all pertinent documents.
Answer: d
Rationale:
To create an effective claim message, Joaquin will include copies, not the originals, of all
pertinent documents, such as invoices, sales slips, catalog descriptions, and repair records.
30. When service is involved in a claim, you should
a. demand a full refund of the service fee and a repeat service call.
b. avoid naming the service representatives involved or otherwise identifying responsible
company employees.
c. cite names of individuals spoken to and dates of calls.
d. enclose a photograph of yourself crying or suffering other severe emotional distress
because of the poor service.
Answer: c
Rationale:
When a service is involved, cite names of individuals spoken to and dates of calls in your
claim message. Assume that a company honestly wants to satisfy its customers because most
do.
31. In the closing of a claim message, you should
a. justify and explain your request.
b. promote goodwill and summarize your request.
c. reference all copies of pertinent documents enclosed.
d. warn the company that failure to comply could cause legal action.
Answer: b

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

Because businesses want to please their customers, individuals should give companies an
opportunity to resolve an issue before they post any online complaints or reviews.
34. Most companies receiving a claim message tend to
a. ignore the first phone call, e-mail, or letter.
b. respond only to letters containing complaints that could result in lawsuits or financial
harm.
c. respond promptly because they want to maintain customer goodwill and loyalty.
d. wait two to six weeks to establish a "cooling-off period" prior to responding.
Answer: c
Rationale:
Because businesses want to maintain customer goodwill and loyalty, most businesses respond
promptly to claim messages. In addition, businesses know customers can sue for harm;
therefore, a prompt response is more effective in showing respect for customer concern.
35. When granting a customer's claim, a business communicator should include an opening in
an adjustment message that
a. summarizes the reader's claim and request.
b. presents the good news immediately.
c. explains and clarifies the company's position.
d. builds goodwill.
Answer: b
Rationale:
Because the claim is being granted, the good news should be revealed immediately.
36. Which of the following is not a goal when writing adjustment messages?
a. To gain the confidence of the customer
b. To verify the honesty of the customer's claim
c. To rectify the wrong

d. To promote future business and goodwill
Answer: b
Rationale:
When writing an adjustment message, you have three goals: to rectify the wrong, to gain the
confidence of the customer, and to promote future business and goodwill. Do not discuss the
customer's honesty.
37. Which of the following is the most appropriate opening for an adjustment message
granting a claim?
a. We are very sorry to hear that your meal with us did not meet your expectations.
b. Thank you for your letter of November 16 describing your bad dining experience with us
last weekend.
c. Although we believe that the food we served last weekend was of the highest quality, we
are willing to refund the cost of your dinner this time only.
d. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire
to satisfy our customers and earn their confidence.
Answer: d
Rationale:
An effective opening to an adjustment message presents the good news immediately; it does
not begin negatively, refer to previous communication, or sound grudging. Only the sentence
beginning with "The enclosed check..." is an appropriate opening.
38. Which of the following represents the most appropriate apology in an adjustment
message?
a. We understand your reliance on a high-performance router and apologize for the
incomplete installation of your DataServe router.
b. We are sorry for any inconvenience this may have caused.
c. We regret the error that caused the system failure you claim on your DataServe router.

d. It is unfortunate that your DataServe router has failed, and we promise that this failure will
never occur again.
Answer: a
Rationale:
If you choose to apologize, it should be sincere, appropriate, and brief. It should not use
negative words such as "error" and "failure" that may further inflame customers, nor should it
make unrealistic promises such as "will never occur again." Therefore, the sentence
beginning with "We understand your reliance..." is the most appropriate apology.
39. You should use sensitive language in an adjustment message in case the customer is
already upset. Therefore, which of the following provides the best advice?
a. Do not suggest your business typically pleases its customers; do apologize for failure.
b. Don't use negative words (regret, error, failure); do use positive words (hope, achieve,
strive).
c. Do not be vague about improvements; do guarantee the situation will not recur.
d. Do not blame customers; do blame individuals or departments inside your organization.
Answer: b
Rationale:
Using sensitive language includes these don'ts: do not use negative words, do not make
promises or guarantees, and do not blame customers or individuals and departments inside
your organization. Customers like to receive an apology, but attorneys may advise against an
apology.
40. The closing of an adjustment message should
a. guarantee that the problem will not recur if the customer continues doing business with
you.
b. express confidence in future business relations.
c. assign blame to the responsible department and assure the reader that the department has
been improved.

d. remind readers of their responsibility in the product failure.
Answer: b
Rationale:
You should not guarantee that the problem will not recur, blame other company employees,
or suggest that the readers are responsible. Instead, you should mention the product favorably
and express appreciation for the customer's business. These strategies are both professional
and appropriate.
41. Show confidence in the closing of an adjustment message by writing with a positive,
confident tone; mentioning the product in a favorable light; and
a. suggesting a new product or service.
b. expressing your appreciation for the customer's business or anticipating future business.
c. referring to the desire to be of service and to satisfy customers.
d. All answer choices are correct.
Answer: d
Rationale:
The closing of your adjustment message should have a positive, confident tone. All of the
listed elements will show confidence in your company and product, and you should select
those most appropriate to each customer and message.
42. What is the best advice for writing goodwill messages?
a. Focus the message solely on the sender.
b. Make a good impression by giving a ready-made card instead of writing your own
message.
c. Send a goodwill message promptly.
d. Send a goodwill message to show appreciation for only a gift or monetary award.
Answer: c
Rationale:

A goodwill message should be written promptly. A prompt message carries the hidden
message that you care and that the reader is important to you.
43. Goodwill messages should be short, selfless, specific, spontaneous, and
a. sassy.
b. sincere.
c. spiritual.
d. suave.
Answer: b
Rationale:
Goodwill messages should adhere to the five Ss, which means they should be short, selfless,
specific, spontaneous, and sincere.
44. Businesses often write appreciation messages to which of these receivers?
a. A competing business that "steals" a large customer order
b. Customers who write letters of inquiry
c. Employees who have suffered a recent loss such as the death of a family pet
d. Customers who complain
Answer: d
Rationale:
Messages of appreciation are written to customers who complain because businesses value
the feedback from the field. In addition, complainers who feel heard often become great
supporters of the organization. Messages of appreciation are also written to customers for
their orders, to hosts for their hospitality, and to individuals for kindnesses performed.
45. Which of the following is the best opening for a note expressing thanks for a gift?
a. Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it
will make a perfect travel companion.
b. Thanks for the gift!

c. I cannot believe I have been with the company for twenty years.
d. A lot has changed over the past twenty years.
Answer: a
Rationale:
Because the receiver will be pleased to hear from you, you can begin a note of appreciation
directly with the purpose of your message, including the specific gift and purpose.
46. Isabel is responding to a congratulatory note she received from a colleague. Which of the
following is the best sentence to include in her response?
a. Thanks, but I really did not deserve this promotion.
b. So many people were so much more deserving of this promotion than I was.
c. Your words about my promotion are much too kind!
d. Thanks for your kind words regarding my promotion.
Answer: d
Rationale:
The best and most sincere sentence is "Thanks for your kind words regarding my promotion."
The others are inappropriate because they minimize your achievements with comments that
suggest you did not really deserve the promotion or that the sender is exaggerating your good
qualities.
47. Which statement about a sympathy message is most accurate?
a. Sympathy messages are probably more difficult to write than any other kind of message.
b. Sympathy messages should reference the death or misfortune sensitively.
c. Sympathy messages should praise the deceased in a personal way.
d. All statements are accurate.
Answer: d
Rationale:

Because sympathy messages are probably more difficult to write than any other kind of
message, you should follow these tips: reference the death or misfortune sensitively; praise
the deceased in a personal way; offer assistance without going into excessive detail; and end
on a reassuring, forward-looking note.
48. Which of the following would be least effective in a sympathy note?
a. We are deeply saddened, Corbin, to learn of the death of your wife.
b. Bethany's volunteer work in the job center endeared her to many.
c. If we may help you during this difficult time or lighten your load in any way, you need
only call.
d. I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to
contact me.
Answer: d
Rationale:
One message lacks sincerity: "I am sorry to hear your sad news; but if I may be of any help,
please do not hesitate to contact me." An effective sympathy note is sincere and uses words
showing that you understand what a crushing blow the misfortune is.
49. When writing a message to express condolences, you should mention the loss tactfully,
recognize the good qualities of the deceased, assure the receiver of your concern, offer
assistance, and
a. conclude on a reassuring note.
b. tell the receiver to call you.
c. focus on the future.
d. request information on funeral arrangements.
Answer: a
Rationale:
Your condolence message should conclude on a positive, reassuring note.

50. Which of these statements regarding the use of e-mail for goodwill messages is most
accurate?
a. Because a handwritten note is most impressive, any goodwill message sent by e-mail must
always be followed by a more formal handwritten goodwill message.
b. If you frequently communicate via e-mail with the intended receiver and are certain this email will be received, you may send a goodwill message via e-mail.
c. E-mail should never be used for sending any type of goodwill message.
d. E-mail can be used for all types of goodwill messages except death condolences, for which
a ready-made card is required.
Answer: b
Rationale:
Although a handwritten note is most impressive, you may use e-mail for some goodwill
messages if you frequently communicate with the recipient via e-mail and are certain the email will be received.
51. Most of the workplace messages that you write will likely deal with routine matters that
require straightforward answers using the indirect method.
a. True
b. False
Answer: False
Rationale:
Most of the workplace messages that you write will probably deal with routine matters that
require straightforward answers using the direct method.
52. Letters are the preferred channel of communication for delivering messages inside an
organization.
a. True
b. False
Answer: False

Rationale:
In certain situations letters are still the preferred channel of communication for delivering
messages outside an organization.
53. The only factor to consider when deciding if a business letter is the appropriate
communication channel is if you are writing to a secondary audience.
a. True
b. False
Answer: False
Rationale:
Whether you send a business letter will depend on the situation and the preference of your
organization. Business letters are necessary when the situation demands a permanent record;
requires confidentiality; calls for formality and sensitivity; and favors a persuasive, wellconsidered presentation.
54. Business letters are more confidential than electronic media such as e-mail.
a. True
b. False
Answer: True
Rationale:
Business letters are confidential. They are less likely than electronic media to be intercepted,
misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.
55. Business letters make the best impression if you use a good format such as the popular
block style.
a. True
b. False
Answer: True
Rationale:

For your letters to make a good impression, you need to select an appropriate format. The
block style is a popular format.
56. In block letter style, headings are flush left, but paragraphs and some other elements are
indented.
a. True
b. False
Answer: False
Rationale:
Block formatted letters set all elements (inside address, date, salutation, body, complimentary
close, and signature block) flush left. This format creates a professional appearance and helps
to ensure that your letters will make a good impression.
57. When formatting business letters, you should use ragged-right margins.
a. True
b. False
Answer: True
Rationale:
In preparing business letters, use ragged-right margins. Unjustified margins improve
readability by providing visual stops and by making it easier to tell where the next line
begins.
58. When writing a request message, use the indirect strategy by placing your request in the
body of the message because stating the request in the opening is bad manners.
a. True
b. False
Answer: False
Rationale:

When you write messages that request information or action and you think that your request
will be received positively, start with the main idea first. The most emphatic positions in most
documents are the opening and closing. Readers tend to look at them first.
59. Place any details explaining your request for information in the body of your request
message.
a. True
b. False
Answer: True
Rationale:
The body of a message that requests information or action provides necessary details.
60. You will sound more professional and sincere if you include a sentence such as Thank
you for your cooperation in the closing paragraph of an information-request message.
a. True
b. False
Answer: False
Rationale:
This sentence is a cliché; therefore, it would not be a good closing for any message. Your
appreciation will sound most sincere if you avoid mechanical, tired expressions such as this.
61. I have before me your e-mail inquiry dated October 9 is an effective opening for a reply
message.
a. True
b. False
Answer: False
Rationale:
Although this opening is frequently used, it is wordy and drawn out. Effective business
communicators begin their reply messages by delivering the information the reader wants.

62. If you must provide large amounts of data or answer many questions in your response
message, make your message more readable with graphic devices such as lists, tables,
headings, boldface, or italics.
a. True
b. False
Answer: True
Rationale:
When answering a group of questions or providing considerable data, arrange the information
logically and make it readable by using lists, tables, headings, boldface, italics, or other
graphic devices.
63. Trina must respond to a customer inquiry. Her response should not only answer the
customer's questions but also promote her business and its products and services.
a. True
b. False
Answer: True
Rationale:
When responding to a customer's inquiry, you should do more than merely answer the
questions. This is an opportunity to promote your business and its products and services.
64. Do not hesitate to contact me is an effective example of closing pleasantly in a response
message.
a. True
b. False
Answer: False
Rationale:
Because everyone appreciates being recognized as an individual, avoid form-letter closings
such as "Do not hesitate" or "Thank you in advance."
65. When you respond to customers online, you should do so in less than 24 hours.

a. True
b. False
Answer: True
Rationale:
Providing a timely online response to a customer is important. Strive to provide an online
response to a customer within 24 hours.
66. Like requests and responses, instruction messages follow a straightforward, direct
approach.
a. True
b. False
Answer: True
Rationale:
When writing instructions, your goal is to explain clearly how to complete a task. Present
your instructions most effectively in a straightforward, direct approach.
67. Instructions should be divided into a series of steps, and then each step should be written
in the imperative mood, which means it is written as a command.
a. True
b. False
Answer: True
Rationale:
Instructions should be written in steps, and each step should be written as a command.
68. You should open the valve slowly in order to gradually vent excess pressure is an example
of an effectively worded imperative mood step in a set of instructions.
a. True
b. False
Answer: False

Rationale:
Omit "You should" to word your instruction step as a command (imperative mood): Open the
valve slowly in order to gradually vent excess pressure.
69. When you expect the receiver of your claim message to agree with your claim, you
should use the direct strategy.
a. True
b. False
Answer: True
Rationale:
The direct strategy should be used when you expect the receiver of your claim message to
agree with your claim.
70. Claims made by telephone or e-mail are just as effective as claims made in writing.
a. True
b. False
Answer: False
Rationale:
Written claim letters are often taken more seriously than claims made by telephone or e-mail.
71. When a customer has a legitimate claim or complaint, he or she can expect a positive
response from a company.
a. True
b. False
Answer: True
Rationale:
When consumers have a legitimate claim or complaint, they can expect a positive response
from a company. Smart businesses want to hear from their customers because they know that
retaining a customer is far less costly than recruiting a new customer.

72. When sending a claim letter by mail, include all original documents such as invoices,
sales slips, catalog descriptions, and repair records.
a. True
b. False
Answer: False
Rationale:
When sending a claim letter by mail, include copies, not the originals, of all original
documents such as invoices, sales slips, catalog descriptions, and repair records.
73. To get the best results, write your claim promptly because delaying a claim makes it seem
less important.
a. True
b. False
Answer: True
Rationale:
When making claims, act promptly. Delaying claims makes them appear less important.
Delayed claims are also more difficult to verify.
74. Social media experts advise that consumers exhaust all other options for complaints with
a company before venting online.
a. True
b. False
Answer: True
Rationale:
Social media experts advise that consumers exhaust all other options for complaints with a
company before venting online because most businesses want to please their customers.
75. Individuals can be sued for negative comments made online.
a. True

b. False
Answer: True
Rationale:
Businesses and professionals can take individuals to court for negative comments made
online. Therefore, when posting an online review or complaint, focus only on the facts, and
keep your comments clean, polite, and to the point.
76. When a company receives a claim and decides to respond favorably, the response
message is called an acceptance.
a. True
b. False
Answer: False
Rationale:
When a company receives a claim and decides to respond favorably, the message is called an
adjustment.
77. Businesses grant legitimate adjustments for two reasons: to protect themselves against
future damages and to satisfy their customers and retain their business.
a. True
b. False
Answer: True
Rationale:
Businesses grant legitimate adjustments for two reasons: to protect themselves against future
damages and to satisfy their customers and retain their business.
78. Use a direct organizational pattern in an adjustment message granting a claim.
a. True
b. False
Answer: True

Rationale:
Because you are granting the adjustment, you are writing a good-news message that should
use the direct strategy. Begin by granting the request or announcing the adjustment
immediately.
79. One goal of an adjustment message is to promote future business.
a. True
b. False
Answer: True
Rationale:
Adjustment messages have three goals: to rectify a wrong, if one exists; to regain the
confidence of the customer; and to promote further business.
80. If you are responding favorably to your customer's claim, the best opening is an apology.
a. True
b. False
Answer: False
Rationale:
Instead of beginning your adjustment message with an apology, use the direct strategy and
open by granting the request or announcing the adjustment immediately. If you do decide to
apologize, you should do so in the body. However, experts have divided opinions on
apologies.
81. I'm sorry for any inconvenience we may have caused is an effective apology statement to
include in an adjustment message.
a. True
b. False
Answer: False
Rationale:

This statement sounds mechanical and insincere. A better apology statement might be "We're
sorry you didn't receive better service."
82. Avoid emphasizing negative words such as error, trouble, and inconvenience in the body
of an adjustment message.
a. True
b. False
Answer: True
Rationale:
Words such as "error," "trouble," and "inconvenience" should be avoided because they are
negative. Your goal is to create a message that is positive and upbeat.
83. In the closing paragraph of an adjustment message, it is inappropriate to mention another
one of your company's products or services.
a. True
b. False
Answer: False
Rationale:
In your closing you might mention the product in a favorable light, suggest a new product or
service, express your appreciation for the customer's business, or anticipate future business.
84. Many business communicators are intimidated when they must write a message
expressing thanks, recognition, or sympathy.
a. True
b. False
Answer: True
Rationale:
Because communicators struggle to find the right words to express feelings, they have more
difficulty writing these goodwill messages than writing ordinary business documents. As a
result, writers tend to procrastinate when they must write goodwill messages.

85. A personally written message will have more impact on your reader than a ready-made
card.
a. True
b. False
Answer: True
Rationale:
The personal sentiments of the sender are always more expressive and more meaningful to
readers than are printed cards or oral messages.
86. In writing goodwill messages, you need not worry about promptness as you do in writing
claims and other business messages.
a. True
b. False
Answer: False
Rationale:
Always express thanks, recognition, or sympathy promptly. These messages are easier to
write when the situation is fresh in your mind, and they mean more to the recipient. Do not
forget that a prompt thank-you note carries the hidden message that you care and that the
reader is important to you.
87. When writing goodwill messages, you should always use the "you" perspective.
a. True
b. False
Answer: True
Rationale:
Goodwill messages should be selfless; that is, they should focus on the receiver, not the
sender.
88. Goodwill messages should be personalized and include specific incidents or
characteristics of the receiver.

a. True
b. False
Answer: True
Rationale:
Effective business communicators personalize goodwill messages by mentioning specific
incidents or characteristics of the receiver. They also verify names and other facts.
89. Sympathy notes are probably more difficult to write than any other type of message.
a. True
b. False
Answer: True
Rationale:
Expressing condolences when someone experiences a loss or death is especially difficult.
Browse ready-made cards to get some ideas to write your own message containing these
elements: (a) refer sensitively to the misfortune or death, (b) praise the deceased, (c) offer
assistance, and (d) end on a reassuring, forward-looking note.
90. You should never send a goodwill message via e-mail.
a. True
b. False
Answer: False
Rationale:
According to manners experts at the Emily Post Institute, if you frequently communicate with
the receiver by e-mail and are sure your note will be received, then sending a goodwill
message by e-mail is acceptable.
91. Most workplace communications will involve routine messages that are positive or
neutral. Therefore, they should be organized using the ____________________ strategy.
Answer: direct

Rationale:
The direct strategy is used for routine messages that are positive or neutral.
92. Business ____________________ are necessary when a permanent record is required;
confidentiality is paramount; formality and sensitivity are essential; or a persuasive, wellconsidered presentation is important.
Answer: letters
Rationale:
Business letters are necessary when (a) a permanent record is required, (b) confidentiality is
paramount, (c) formality and sensitivity are essential, and (d) a persuasive, well-considered
presentation is important.
93. The first sentence of a direct request is usually a question or a polite
____________________ such as Please answer the following questions about your
accommodations for a seminar.
Answer: command
Rationale:
The first sentence of a direct request is usually a question or a polite command such as
"Please answer the following questions about your accommodations for a seminar."
94. Instructions should be written in ____________________ using the imperative
(command) mood.
Answer: steps
Rationale:
Instructions should be written in steps using the imperative (command) mood.
95. When a message is written to identify or to correct a wrong, the message is called a(n)
____________________.
Answer: claim
Rationale:
When a message is written to identify or to correct a wrong, the message is called a claim.

96. In the ____________________ of a claim message, you should explain the problem and
justify your request.
Answer: body
Rationale:
In the body of a claim message, you should explain the problem and justify your request.
Provide all relevant details so that the problem can be corrected without further
correspondence.
97. When a company receives a claim and decides to respond favorably, the message is called
a(n) ____________________.
Answer: adjustment
Rationale:
A favorable response to a claim is an adjustment.
98. In an adjustment message, the use of a(n) ____________________ line to identify the
previous correspondence is optional.
Answer: subject
Rationale:
The use of a subject line in an adjustment message is optional. If used, it should identify the
previous correspondence and refer to the main topic.
99. Messages that offer thanks, recognition, or sympathy are called ____________________
messages.
Answer: goodwill
Rationale:
Goodwill messages are used to express thanks, recognition, or sympathy.
100. In expressing thanks or responding to goodwill messages, ____________________
notes are most impressive.
Answer: personal
Rationale:

Personal notes are most impressive in expressing thanks or responding to goodwill messages.
A phone call or e-mail can quickly express appreciation or condolences, but you should
follow up those quick messages with a more meaningful handwritten note on your personal
stationery.

Test Bank for Essentials of Business Communication
Mary Ellen Guffey, Dana Loewy
9781285858913, 9781337386494, 9781111821227, 9781285858890, 9780176473358, 9780176531409

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