M Business Communication 3rd Edition by Rentz – Test Bank

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5
Student: ___________________________________________________________________________
1. When a message is likely to elicit a positive or neutral response from a reader, the direct approach is
preferable.
True False
2. Messages that contain good news should be written in the indirect order.
True False
3. Ending a message with phrases such as “as soon as possible” or “at your convenience” helps in building
goodwill.
True False
4. A routine inquiry should not open with a question or request.
True False
5. The opening of a routine inquiry should focus on the main objective.
True False
6. For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a
single sentence.
True False
7. When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for
them.
True False
8. In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by
stating that you are complying with the reader’s request.
True False
9. In responding to an inquiry with two or more questions, you should answer the questions in the order
your reader used in asking them.
True False
10. If your response to an inquiry includes some bad news along with the good news, you should place the
bad news at the beginning and ending of the message as a whole.
True False
11. When writing a general favorable response, you should avoid adding comments, questions, suggestions,
or additional information even if such material is relevant to the reader’s original request.
True False
12. An order acknowledgment message begins with good news and ends on a goodwill note.
True False
13. In the context of writing order acknowledgements, when delays are routine and expected and do not pose
a serious problem, you should use the indirect approach.
True False
14. Depending on the situation, claim messages can either be written using the direct order or the indirect
order.
True False
15. A message granting an adjustment should be written in the indirect order.
True False
16. Even though an adjustment grant is good news to a customer, some negative thoughts may remain.
True False
17. One of the special considerations when writing an adjustment grant message pertains to overcoming the
reader’s negative impressions of the company.
True False
18. In a message granting an adjustment, you should make repeated references to the problem being
corrected.
True False
19. 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.
True False
20. Internal-operational communications are highly casual exchanges between employees of the same
company.
True False
21. The direct order of writing a message _____.
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 right away 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
22. In which of the following situations should one use the direct order in writing a message?
A. In writing a message that is likely to evoke a neutral response from the reader
B. In writing a message to persuade a client of a business deal of which he/she is not very convinced
C. In writing a message that is likely to evoke a negative response from the reader
D. In writing a message offering an explanation to stakeholders in times of crisis
E. In writing a message informing a customer about the cancellation of a major order
23. When is it best to use the indirect approach in creating a message?
A. When the message is likely to evoke a negative response from the reader
B. When the message is requesting for 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 reader
24. The _____ is the best approach to use when a message is likely to evoke a positive response from the
reader.
A. practical approach
B. direct approach
C. indirect approach
D. active approach
E. passive approach
25. When composing good-news and neutral messages, one may _____.
A. use the indirect approach
B. use the we-viewpoint instead of the you-viewpoint
C. begin the message with a brief orienting clause
D. avoid listing details or arranging them by paragraphs
E. write the message in a roundabout manner
26. Which of the following guidelines should be followed when writing an effective message carrying good-
news?
A. The message should be written using the indirect order of organizing information.
B. All the details of the message should be covered in the first paragraph.
C. The prefatory remarks in the message should be kept brief with focus on the real message.
D. The objective or key point of the message should be presented at the end.
E. The message should use the we-viewpoint instead of the you-viewpoint.
27. Which of the following guidelines should be followed when writing a message carrying good-news?
A. The message should be written using the indirect approach of organizing information.
B. The prefatory material in the message should be explained in detail, and the main objective should be
kept brief.
C. The objective or key point of the message should be presented at the end.
D. If parts of the objective require explanation, the explanations must be included in the message.
E. Phrases such as “as soon as possible” or “at your convenience” should be included at the end of the
message.
28. Which of the following guidelines will help create an effective good-news message?
A. All the details of the message should be covered in the first paragraph.
B. The message should use the we-viewpoint instead of the you-viewpoint.
C. The objective or main part of the message should be reserved for the ending.
D. The message should be concluded with an appropriate friendly comment.
E. The message should be organized using the indirect plan of organizing information.
29. What is the advantage of closing a message with a tailored ending?
A. It allows you to emphasize on the I-viewpoint.
B. It puts the writer at the central position.
C. It helps in building more goodwill.
D. It allows you to use clichés without distracting the reader from the main message.
E. It allows you to create a message that is open to various interpretations.
30. You are most likely to build goodwill with your readers by using _____.
A. clichés that sound polite
B. a closing that is tailored to your message
C. colloquial or conversational language
D. phrases such as “at your convenience” or “as soon as possible”
E. the we-viewpoint
31. Harry wants a response from a certain client on the same day he sends a message. Which of the following
closing statements should he use in his message to the client?
A. Thank you! I will be expecting a response from you today.
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 4 p.m. to ensure that your order ships today.
32. Which of the following is the most appropriate beginning for a typical routine inquiry message?
A. An explanation of a problem or situation
B. A buffer designed to set up persuasive efforts
C. A persuasive opening using the indirect approach
D. An off-subject, friendly introduction
E. A brief statement to orient the reader
33. If you are seeking only one piece of information in a routine inquiry message, you should _____.
A. begin the message with a specific question
B. open the message with an expression of thanks
C. write the message using the we-viewpoint
D. avoid using the active voice in writing sentences
E. use clichés that sound positive to build goodwill
34. Which of the following is true about a routine inquiry that seeks only one piece of information?
A. The message can be concluded immediately after asking for the information.
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.
35. What is the advantage of providing background information or orienting statements in a routine inquiry?
A. They help make the direct opening question in the message sound demanding or blunt.
B. They help reduce any startling effect that a direct question might have on the reader.
C. They help introduce a reader to the crux of the message immediately.
D. They allow the use of the we-viewpoint.
E. They ensure that the writer is the focal point of the message.
36. A good place for general explanatory material in a routine inquiry with multiple questions is _____.
A. just after or along with the salutation in the message
B. before the prefatory 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
37. Combining two or more questions in a sentence _____.
A. makes each question stand out
B. helps build goodwill with the reader
C. de-emphasizes each question
D. invites the reader to pay more attention to individual questions
E. allows you to structure your questions in true question form
38. Which of the following is the most effective method of making questions stand out in a routine message?
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 paragraph
39. Which of the following is a good practice in framing questions for routine inquiry messages?
A. Combining two or more questions to form a compound question
B. Avoiding the use of bullets or numbering to order questions
C. Placing all the questions in a single, concise paragraph
D. Avoiding simple yes or no questions unless required
E. Structuring questions in such a way that they merely hint at a need for information
40. Sheeba has to write a message seeking information about a possible venue for her company’s annual
employee-recognition banquet. Which of the following will be the most effective opening in her
message?
A. We would like to know about your banquet facilities.
B. It would be nice if you could tell us about your banquet facilities.
C. Will you please answer the following questions about your banquet facilities?
D. As we are preparing for our annual employee banquet, we need information regarding your banquet
facilities.
E. Your banquet facilities appear to be just what we need.
41. Which of the following sentences will be most effective in attracting attention for a routine inquiry about
an advertised product?
A. It would be nice if you would tell me more about the Mir-Cal product advertised in last Sunday’s
Potterville Times.
B. Could you please answer the following questions regarding the Mir-Cal product advertised in last
Sunday’s Potterville Times?
C. I saw your advertisement on the Mir-Cal product last Sunday, and I want to know more about it.
D. Your new Mir-Cal product appears to meet our needs well, and we would like to know more about it.
E. Please refer to your latest advertisement on the Mir-Cal product. I have a few questions about it.
42. Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?
A. Thank you in advance for your help. We expect a reply as soon as possible.
B. Please respond to our queries at your convenience.
C. As we must begin production on February 1, I’d appreciate your response by that date.
D. Thank you for your cooperation in assisting us with our queries.
E. Your early response would be most sincerely appreciated.
43. Which of the following sentences is most likely to build goodwill in a routine inquiry message?
A. Your preparation of estimates by June 13 will enable us to choose a contractor by the end of the
month.
B. Thank you in advance for your help. I must have these cost estimates as soon as possible.
C. A prompt reply to the request we have put forward will be highly appreciated.
D. Hoping to hear from you soon.
E. Please respond to our queries at your convenience.
44. Which of the following concluding sentences is most likely to build goodwill in a routine inquiry
message?
A. Your prompt reply to our proposal by the 31st of December 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 for your help.
D. Hoping to hear from you ASAP.
E. Please have those project reports delivered at your convenience.
45. Karen is responding to a request to use her company’s logo in the promotional materials for an upcoming
fundraiser that Karen’s company is sponsoring. Which of the following openings should Karen use?
A. I have received your message dated August 4, in which you ask…
B. Thank you for your message dated August 4.
C. Thank you for awaiting our approval.
D. We have given your question some thought…
E. Yes, you may use the company’s logo in promotional materials for…
46. Which of the following should you do when responding favorably to questions in a routine inquiry
message?
A. Answer each question in a separate message to ensure clarity.
B. Conclude the message with the answer to the reader’s question.
C. Answer all the questions in a single paragraph.
D. Answer the most important question first.
E. Request the sender to limit the number of questions.
47. Which of the following guidelines should be followed when responding favorably to questions in a
routine inquiry message?
A. Order your answers logically or arrange them in paragraphs.
B. Make your answers stand out by responding to each question in a new message.
C. When answering more than one question, answer only the most important one.
D. Avoid telling the reader that you are complying with his or her request.
E. Avoid numbering your answers, especially if your reader numbered the questions.
48. Which of the following guidelines should be followed when answering two or more questions in a
favorable response message?
A. Make sure all questions can be answered with a simple “yes” or “no.”
B. Respond only to the most important query when asked to answer two or more.
C. Avoid telling the reader that you are complying with his or her request; it sounds redundant.
D. Avoid numbering your answers, especially if your reader numbered the questions.
E. Arrange the answers in the same order as the questions in the inquiry message.
49. In giving proper emphasis to the bad news in a favorable response, you should _____.
A. place the bad news in secondary positions
B. avoid using space emphasis
C. make use of the we-viewpoint
D. present the bad news at the beginning of the message
E. present the bad news in the main clause of the message
50. Which of the following is true of acknowledgements?
A. One must not use the you-viewpoint when writing acknowledgements.
B. One must use a highly formal style when writing acknowledgements.
C. Acknowledgements are typically written using the indirect plan of organizing information.
D. The sole purpose of writing acknowledgements is to help build goodwill.
E. Acknowledgements let people who order goods know the status of their orders.
51. Which of the following guidelines should be followed when writing an order acknowledgement message?
A. Begin with the news of the goods being shipped.
B. Use the we-viewpoint.
C. Open the message with promotional material.
D. Refrain from mentioning expected delays.
E. Avoid wasting time in building goodwill.
52. Which of the following guidelines should be followed when writing order acknowledgement messages?
A. Begin the message with bad news if there is any.
B. Focus on the delay of an order and emphasize that it is your company’s fault.
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.
53. Which of the following illustrates the most positive way of explaining a shipping delay?
A. Your order of 65 EZ staplers will not be shipped until June 12 due to production delay.
B. Due to unforeseen circumstances, we are unable to ship your order.
C. Because we aren’t producing EZ staplers right now, you will receive your order sometime around mid-
June.
D. We cannot ship the EZ staplers you had asked for, because production does not resume until June 1.
E. Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.
54. In the context of order acknowledgements, which of the following illustrates the most positive way of
handling a vague order?
A. You failed to mention the number of chairs that you need.
B. The expected delivery date was not mentioned in your order.
C. You did not specify the details of the requested products.
D. If you had specified the exact make, we would’ve shipped your order immediately.
E. Once you let us know which of the two models you would like, we will send it to you immediately.
55. Most claim messages are written using the indirect approach because they _____.
A. are about routine circumstances
B. involve unhappy news
C. require the writer to begin the message with negative news
D. require the writer to use the we-viewpoint in framing the message
E. are framed using standardized templates and do not depend on the audience
56. Which of the following sentences is appropriate to be used in a claim message?
A. It was highly disappointing that we received a broken product.
B. I have been a long-standing customer, and I’m not happy with your service.
C. I expect your company to be more professional in handling my orders.
D. Please send us a replacement by January 1.
E. I am not satisfied with the goods I’ve received and want them to be replaced ASAP.
57. Which of the following claim messages presents its content in the most appropriate manner?
A. It was highly disappointing that our order was not fulfilled as per your SLA.
B. I have been a long-standing customer, and I’m not happy with your service.
C. I expected your company to be more professional than the others I’ve dealt with.
D. Please replace the broken product by tomorrow.
E. I am not happy about receiving the wrong product. I wish you would be more careful.
58. Which of the following is an ideal opening for a direct claim?
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 iPads that didn’t work, and you shipped them later than you promised.
59. Which of the following should be included in the body of a direct claim?
A. A statement that indirectly places the blame on the reader
B. A direct statement accusing the reader of unprofessional behavior
C. A statement with words such as “disappointment” and “complaint” that best reflects your emotions
D. A paragraph of explanation to help your reader understand your requirements
E. A statement implying that your long-standing business relationship with the company has now soured
60. Which of the following guidelines should be followed when granting an adjustment?
A. You should use negative words if the reader has blamed you or your company for the problem.
B. You should reiterate that it was not your company’s fault.
C. You should ask the reader to look beyond the company’s faults.
D. You should try to regain any confidence that the reader may have lost from the experience.
E. You should avoid using reader-centered language.
61. Which of the following guidelines should be followed when granting an adjustment?
A. You should avoid using reader-centered language.
B. You should reiterate that it was not your company’s fault.
C. You should use negative words if the reader has accused you or your company.
D. You should avoid language that makes the customer’s complaint the focus of your message.
E. You should use the we-viewpoint in writing your message.
62. Which of the following should be followed when granting an adjustment?
A. You should avoid admitting that it was your company’s fault.
B. You should explain what is being done to correct the situation.
C. You should use negative words to describe what went wrong.
D. You should make the customer’s complaint the focus of your message.
E. You should include an apology at the end of the message.
63. Which of the following is true about internal-operational messages?
A. These are formal messages sent from employees of an organization to outsiders.
B. These are messages developed by a business to communicate effectively with its clients.
C. These are casual exchanges between the employees of an organization with those of another
organization.
D. The documents uploaded on the internet cannot be classified as internal-operational messages.
E. The formality of such communication ranges from casual to moderately formal to formal.
64. Kayla needs to write an internal-operational message explaining a policy change for the completion of
travel reimbursement forms. The most appropriate way of presenting this information is _____.
A. in a casual internal-operational message
B. in a moderately formal internal-operational message
C. in a formal internal-operational message
D. either in a casual or an informal internal-operational message
E. either in a casual or a moderately formal external-operational message
65. How does the assessment of a reader’s likely reaction influence the construction of a business message?
66. Explain the general plan for direct-order messages.
67. Explain the process of closing routine messages with goodwill.
68. How should you structure questions in a routine inquiry message?
69. Outline the plan recommended for a routine inquiry message.
70. How should bad news be handled when writing routine responses?
71. How would you handle delayed orders and vague orders when writing order acknowledgement messages?
72. How should a direct claim message be organized?
73. What are the special needs to be considered when granting an adjustment?
74. Give a brief account of internal operational messages.
5 Key
1. When a message is likely to elicit a positive or neutral response from a reader, the direct approach is
preferable.
TRUE
When determining a message’s basic plan, a good beginning is to assess the reader’s probable reaction
to the message. If the reaction is likely to be positive or even neutral, you will likely use the direct
order—that is, you will get to the objective right away without delay.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #1
Topic: Preliminary Assessment
2. Messages that contain good news should be written in the indirect order.
FALSE
When determining a message’s basic plan, a good beginning is to assess the reader’s probable reaction
to the message. If the reaction is likely to be positive or even neutral, you will likely use the direct
order—that is, you will get to the objective right away without delay.
AACSB: Communication
Blooms: Understand
Difficulty: 1 Easy
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #2
Topic: Preliminary Assessment
3. Ending a message with phrases such as “as soon as possible” or “at your convenience” helps in
building goodwill.
FALSE
Phrases such as “as soon as possible” or “at your convenience” may have different meanings for
you and your reader and are best avoided. If you need your response by a specific date or time, give
your reader that information as well as a reason for the deadline so that your reader understands the
importance of a timely response.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #3
Topic: The General Direct Plan
4. A routine inquiry should not open with a question or request.
FALSE
The opening of a routine inquiry should focus on the main objective. Routine inquiries usually open in
one of two ways: (1) with a direct question or request or (2) with a brief statement to orient the reader,
followed by the request or question.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #4
Topic: Routine Inquiries
5. The opening of a routine inquiry should focus on the main objective.
TRUE
The opening of a routine inquiry should focus on the main objective. If a routine inquiry begins with a
direct question or request, you can ask one broad question that sets up other questions you’ll ask in the
body of the message.
AACSB: Communication
Blooms: Remember
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #5
Topic: Routine Inquiries
6. For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a
single sentence.
FALSE
If you have to ask several questions, you should develop an organized, logical list in the body of
your message. Questions should be made to stand out, preferably in separate bulleted or numbered
sentences.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #6
Topic: Routine Inquiries
7. When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for
them.
FALSE
A routine inquiry should close with a statement that expresses goodwill. The closing does the most
toward creating goodwill when it fits the topic of the message and includes important deadlines and
reasons for them.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #7
Topic: Routine Inquiries
8. In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by
stating that you are complying with the reader’s request.
FALSE
When you answer inquiries favorably, your primary goal is to tell your readers what they want to
know. Because their reactions to your goal will be favorable, directness is appropriate. You can begin
by stating that you are giving the reader what he or she wants—that you are complying with the
request.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #8
Topic: General Favorable Responses
9. In responding to an inquiry with two or more questions, you should answer the questions in the order
your reader used in asking them.
TRUE
If you are answering two or more questions, the body of your message becomes a series of answers.
You should order them logically, perhaps answering the questions in the order your reader used in
asking them. You may even number your answers, especially if your reader numbered the questions.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #9
Topic: General Favorable Responses
10. If your response to an inquiry includes some bad news along with the good news, you should place the
bad news at the beginning and ending of the message as a whole.
FALSE
When your response will include some bad news along with the good news, you should place the good
news in positions of high emphasis—at paragraph beginnings and endings and at the beginning and
ending of the message as a whole. You should place the bad news in secondary positions.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #10
Topic: General Favorable Responses
11. When writing a general favorable response, you should avoid adding comments, questions,
suggestions, or additional information even if such material is relevant to the reader’s original
request.
FALSE
To create goodwill, as well as future business, you should consider including extras with your
answers. Such extras encourage readers to build a business relationship with you.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #11
Topic: General Favorable Responses
12. An order acknowledgment message begins with good news and ends on a goodwill note.
TRUE
An order acknowledgment message begins with good news and ends on a goodwill note. It can also
include a warm expression of thanks. Anything else you can say that will be helpful to the reader is
appropriate in this regard—information about new products, services, or opportunities for the reader.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #12
Topic: Order Acknowledgments and Other Thank-You Messages
13. In the context of writing order acknowledgements, when delays are routine and expected and do not
pose a serious problem, you should use the indirect approach.
FALSE
When delays are routine and expected and do not pose a serious problem, you should use the direct
approach. You avoid turning it into a negative-news message by using positive language that focuses
on what can or will happen rather than what didn’t or won’t happen.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #13
Topic: Order Acknowledgments and Other Thank-You Messages
14. Depending on the situation, claim messages can either be written using the direct order or the indirect
order.
TRUE
Because claim messages are not about routine circumstances and because they involve unhappy news,
many are written in the indirect approach. Nevertheless, there are some instances where directness in
writing a claim is appropriate.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #14
Topic: Direct Claims
15. A message granting an adjustment should be written in the indirect order.
FALSE
When you can grant an adjustment, the situation is a happy one for your customer. You are correcting
an error. You are doing what you were asked to do. As in other positive situations, a message written
in the direct order is appropriate.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #15
Topic: Adjustment Grants
16. Even though an adjustment grant is good news to a customer, some negative thoughts may
remain.
TRUE
When you can grant an adjustment, the situation is a happy one for your customer. Granting the claim
will take care of much of the problem, but some negative thoughts may remain. You need to work to
overcome any such thoughts.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #16
Topic: Adjustment Grants
17. One of the special considerations when writing an adjustment grant message pertains to overcoming
the reader’s negative impressions of the company.
TRUE
Some negative thoughts may remain after an adjustment is granted because the situation stems from
an unhappy experience. You need to work to overcome any negative impressions caused by the
experience and regain any confidence in your company, its products, or its service that the reader may
have lost.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #17
Topic: Adjustment Grants
18. In a message granting an adjustment, you should make repeated references to the problem being
corrected.
FALSE
In a message granting an adjustment, avoid words that unnecessarily recall the bad situation you are
correcting. The focus of the letter should be on the positive news. Your goal is to move the customer
beyond the problem and to the solution—that the customer is going to have his or her claim granted.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #18
Topic: Adjustment Grants
19. 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.
FALSE
Internal operational communications are those messages that stay within a business. They are
messages to and from employees that get the work of the organization done.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-08 Write clear and effective internal-operational communications.
Rentz – Chapter 05 #19
Topic: Internal-Operational Messages
20. Internal-operational communications are highly casual exchanges between employees of the same
company.
FALSE
The formality of internal-operational messages ranges widely. At one extreme are the casual
memorandum and email exchanges between employees concerning work matters. At the other are
formal documents communicating company policies, directives, and procedures.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-08 Write clear and effective internal-operational communications.
Rentz – Chapter 05 #20
Topic: Internal-Operational Messages
21. The direct order of writing a message _____.
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 right away 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
When determining a message’s basic plan, a good beginning is to assess the reader’s probable reaction
to the message. If the reaction is likely to be positive or even neutral, you will likely use the direct
order—that is, you will get to the objective right away without delay.
AACSB: Communication
Blooms: Understand
Difficulty: 1 Easy
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #21
Topic: Preliminary Assessment
22. In which of the following situations should one use the direct order in writing a message?
A. In writing a message that is likely to evoke a neutral response from the reader
B. In writing a message to persuade a client of a business deal of which he/she is not very convinced
C. In writing a message that is likely to evoke a negative response from the reader
D. In writing a message offering an explanation to stakeholders in times of crisis
E. In writing a message informing a customer about the cancellation of a major order
When determining your message’s basic plan, a good beginning is to assess your reader’s probable
reaction to what you have to say. If the reaction is likely to be positive or even neutral, you will likely
use the direct order—that is, you will get to the objective right away without delay. If your reader’s
reaction is likely to be negative, you may need to use the indirect plan.
AACSB: Communication
Blooms: Understand
Difficulty: 1 Easy
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #22
Topic: Preliminary Assessment
23. When is it best to use the indirect approach in creating a message?
A. When the message is likely to evoke a negative response from the reader
B. When the message is requesting for 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 reader
When determining your message’s basic plan, a good beginning is to assess your reader’s probable
reaction to what you have to say. If the reaction is likely to be positive or even neutral, you will likely
use the direct order—that is, you will get to the objective right away without delay. If your reader’s
reaction is likely to be negative, you may need to use the indirect plan.
AACSB: Communication
Blooms: Understand
Difficulty: 1 Easy
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #23
Topic: Preliminary Assessment
24. The _____ is the best approach to use when a message is likely to evoke a positive response from the
reader.
A. practical approach
B. direct approach
C. indirect approach
D. active approach
E. passive approach
When determining your message’s basic plan, a good beginning is to assess your reader’s probable
reaction to what you have to say. If the reaction is likely to be positive or even neutral, your best
approach is likely to be a direct one—that is, one that gets to the objective right away without delay. If
your reader’s reaction is likely to be negative, you may need to use the indirect plan.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #24
Topic: Preliminary Assessment
25. When composing good-news and neutral messages, one may _____.
A. use the indirect approach
B. use the we-viewpoint instead of the you-viewpoint
C. begin the message with a brief orienting clause
D. avoid listing details or arranging them by paragraphs
E. write the message in a roundabout manner
A good-news or neutral message must begin with your objective. In some cases, you might need to
open with a brief orienting phrase, clause, or even sentence. Especially if your reader is not expecting
to hear from you or is not familiar with you or your company, you may need to preface your main
point with a few words of background.
AACSB: Communication
Blooms: Understand
Difficulty: 1 Easy
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #25
Topic: The General Direct Plan
26. Which of the following guidelines should be followed when writing an effective message carrying
good-news?
A. The message should be written using the indirect order of organizing information.
B. All the details of the message should be covered in the first paragraph.
C. The prefatory remarks in the message should be kept brief with focus on the real message.
D. The objective or key point of the message should be presented at the end.
E. The message should use the we-viewpoint instead of the you-viewpoint.
A good-news or neutral message must begin with an objective. In some cases, you might need to open
with a brief orienting phrase, clause, or even sentence. Especially if your reader is not expecting to
hear from you or is not familiar with you or your company, you may need to preface your main point
with a few words of background. Keep any prefatory remarks brief and get to the real message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #26
Topic: The General Direct Plan
27. Which of the following guidelines should be followed when writing a message carrying good-news?
A. The message should be written using the indirect approach of organizing information.
B. The prefatory material in the message should be explained in detail, and the main objective should
be kept brief.
C. The objective or key point of the message should be presented at the end.
D. If parts of the objective require explanation, the explanations must be included in the message.
E. Phrases such as “as soon as possible” or “at your convenience” should be included at the end of the
message.
A good-news or neutral message must begin with an objective. If you cover your entire objective in
the beginning (as in an inquiry in which a single question is asked), nothing else is needed. If you have
to ask or answer additional questions or provide information, you should do so in the body of your
message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #27
Topic: The General Direct Plan
28. Which of the following guidelines will help create an effective good-news message?
A. All the details of the message should be covered in the first paragraph.
B. The message should use the we-viewpoint instead of the you-viewpoint.
C. The objective or main part of the message should be reserved for the ending.
D. The message should be concluded with an appropriate friendly comment.
E. The message should be organized using the indirect plan of organizing information.
It is a good practice to end messages containing good-news with some appropriate friendly comment
as you would end a face-to-face communication with the reader. You will build more goodwill with a
closing that is tailored to your message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #28
Topic: The General Direct Plan
29. What is the advantage of closing a message with a tailored ending?
A. It allows you to emphasize on the I-viewpoint.
B. It puts the writer at the central position.
C. It helps in building more goodwill.
D. It allows you to use clichés without distracting the reader from the main message.
E. It allows you to create a message that is open to various interpretations.
Including a closing that is relevant to the topic of your message helps build goodwill. General closings
such as “Thank you” or “If you need further information, please don’t hesitate to ask.” are polite, but
they are clichés. You will build more goodwill with a closing that is tailored to your message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #29
Topic: The General Direct Plan
30. You are most likely to build goodwill with your readers by using _____.
A. clichés that sound polite
B. a closing that is tailored to your message
C. colloquial or conversational language
D. phrases such as “at your convenience” or “as soon as possible”
E. the we-viewpoint
It is good to include a closing that is relevant to the topic of your message. General closings such
as “Thank you” or “If you need further information, please don’t hesitate to ask.” are polite, but they
are clichés. You will build more goodwill with a closing that is tailored to your message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #30
Topic: The General Direct Plan
31. Harry wants a response from a certain client on the same day he sends a message. Which of the
following closing statements should he use in his message to the client?
A. Thank you! I will be expecting a response from you today.
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 4 p.m. to ensure that your order ships today.
Including a closing that is relevant to the topic of your message helps build goodwill. Be aware,
though, that phrases such as “as soon as possible” or “at your convenience” may have very different
meanings for you and your reader. If you need your response by a specific date or time, give your
reader that information as well as a reason for the deadline so that your reader understands the
importance of a timely response.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #31
Topic: The General Direct Plan
32. Which of the following is the most appropriate beginning for a typical routine inquiry message?
A. An explanation of a problem or situation
B. A buffer designed to set up persuasive efforts
C. A persuasive opening using the indirect approach
D. An off-subject, friendly introduction
E. A brief statement to orient the reader
The opening of the routine inquiry should focus on the main objective. Routine inquiries usually open
in one of two ways: (1) with a direct question or request or (2) with a brief statement to orient the
reader, followed by the request or question.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #32
Topic: Routine Inquiries
33. If you are seeking only one piece of information in a routine inquiry message, you should _____.
A. begin the message with a specific question
B. open the message with an expression of thanks
C. write the message using the we-viewpoint
D. avoid using the active voice in writing sentences
E. use clichés that sound positive to build goodwill
If you begin with a direct question or request, you can ask one broad question that sets up other
questions you’ll ask in the body of the message. The body of your message would then present a list of
the specific information you are seeking. If you have only one piece of information you are seeking,
you could begin with your specific question. You might then offer some explanation of what you’re
looking for, or you might conclude your message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #33
Topic: Routine Inquiries
34. Which of the following is true about a routine inquiry that seeks only one piece of information?
A. The message can be concluded immediately after asking for the information.
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.
If you begin with a direct question or request, you can ask one broad question that sets up other
questions you’ll ask in the body of the message. If you have only one piece of information you are
seeking, you could begin with your specific question. You might then offer some explanation of what
you’re looking for, or you might conclude your message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #34
Topic: Routine Inquiries
35. What is the advantage of providing background information or orienting statements in a routine
inquiry?
A. They help make the direct opening question in the message sound demanding or blunt.
B. They help reduce any startling effect that a direct question might have on the reader.
C. They help introduce a reader to the crux of the message immediately.
D. They allow the use of the we-viewpoint.
E. They ensure that the writer is the focal point of the message.
If you think your reader would need or appreciate some background information or an orienting
statement, provide one. This information helps reduce any startling effect that a direct opening
question might have and can help soften the tone if the direct opening question sounds demanding or
blunt.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #35
Topic: Routine Inquiries
36. A good place for general explanatory material in a routine inquiry with multiple questions is
_____.
A. just after or along with the salutation in the message
B. before the prefatory 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
Usually, a good place for general explanatory material is before or after the direct request in the
opening paragraph. In messages that ask more than one question, you should include any necessary
explanatory material with the questions. Such messages may alternate questions and explanations in
the body of the message.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #36
Topic: Routine Inquiries
37. Combining two or more questions in a sentence _____.
A. makes each question stand out
B. helps build goodwill with the reader
C. de-emphasizes each question
D. invites the reader to pay more attention to individual questions
E. allows you to structure your questions in true question form
If a routine message contains two or more questions, you should make them stand out. Combining two
or more questions in a sentence de-emphasizes each and invites the reader to overlook some.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #37
Topic: Routine Inquiries
38. Which of the following is the most effective method of making questions stand out in a routine
message?
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 paragraph
If a routine message contains two or more questions, you should make them stand out. Combining
two or more questions in a sentence de-emphasizes each and invites the reader to overlook some. By
structuring your questions in true question form, you make the questions stand out.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #38
Topic: Routine Inquiries
39. Which of the following is a good practice in framing questions for routine inquiry messages?
A. Combining two or more questions to form a compound question
B. Avoiding the use of bullets or numbering to order questions
C. Placing all the questions in a single, concise paragraph
D. Avoiding simple yes or no questions unless required
E. Structuring questions in such a way that they merely hint at a need for information
If you have to ask several questions, develop an organized, logical list in the body of your message.
Avoid questions that can be answered with a simple yes or no unless you really want a simple yes or
no answer.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #39
Topic: Routine Inquiries
40. Sheeba has to write a message seeking information about a possible venue for her company’s annual
employee-recognition banquet. Which of the following will be the most effective opening in her
message?
A. We would like to know about your banquet facilities.
B. It would be nice if you could tell us about your banquet facilities.
C. Will you please answer the following questions about your banquet facilities?
D. As we are preparing for our annual employee banquet, we need information regarding your banquet
facilities.
E. Your banquet facilities appear to be just what we need.
Sentences that merely hint at a need for information do not attract much attention. The questions that
stand out are those written in true question form.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #40
Topic: Routine Inquiries
41. Which of the following sentences will be most effective in attracting attention for a routine inquiry
about an advertised product?
A. It would be nice if you would tell me more about the Mir-Cal product advertised in last Sunday’s
Potterville Times.
B. Could you please answer the following questions regarding the Mir-Cal product advertised in last
Sunday’s Potterville Times?
C. I saw your advertisement on the Mir-Cal product last Sunday, and I want to know more about it.
D. Your new Mir-Cal product appears to meet our needs well, and we would like to know more about
it.
E. Please refer to your latest advertisement on the Mir-Cal product. I have a few questions about it.
Sentences that merely hint at a need for information do not attract much attention. The questions that
stand out are those written in question form. Such questions are most direct and let the reader know
what he/she can expect in the message.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #41
Topic: Routine Inquiries
42. Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?
A. Thank you in advance for your help. We expect a reply as soon as possible.
B. Please respond to our queries at your convenience.
C. As we must begin production on February 1, I’d appreciate your response by that date.
D. Thank you for your cooperation in assisting us with our queries.
E. Your early response would be most sincerely appreciated.
Closing does the most toward creating goodwill when it fits the topic of the message and includes
important deadlines and reasons for them. The sentence “As we must begin production on February 1,
I’d appreciate your response by that date” builds goodwill by mentioning the deadline along with the
reason for it.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #42
Topic: Routine Inquiries
43. Which of the following sentences is most likely to build goodwill in a routine inquiry message?
A. Your preparation of estimates by June 13 will enable us to choose a contractor by the end of the
month.
B. Thank you in advance for your help. I must have these cost estimates as soon as possible.
C. A prompt reply to the request we have put forward will be highly appreciated.
D. Hoping to hear from you soon.
E. Please respond to our queries at your convenience.
Closing does the most toward creating goodwill when it fits the topic of the message and includes
important deadlines and reasons for them. This sentence builds goodwill by mentioning the deadline
along with the reason for it.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #43
Topic: Routine Inquiries
44. Which of the following concluding sentences is most likely to build goodwill in a routine inquiry
message?
A. Your prompt reply to our proposal by the 31st of December 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 for your help.
D. Hoping to hear from you ASAP.
E. Please have those project reports delivered at your convenience.
Closing does the most toward creating goodwill when it fits the topic of the message and includes
important deadlines and reasons for them. This sentence builds goodwill by mentioning the deadline
along with the reason for it.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #44
Topic: Routine Inquiries
45. Karen is responding to a request to use her company’s logo in the promotional materials for an
upcoming fundraiser that Karen’s company is sponsoring. Which of the following openings should
Karen use?
A. I have received your message dated August 4, in which you ask…
B. Thank you for your message dated August 4.
C. Thank you for awaiting our approval.
D. We have given your question some thought…
E. Yes, you may use the company’s logo in promotional materials for…
When you answer inquiries favorably, your primary goal is to tell your readers what they want to
know. Because their reactions to your goal will be favorable, directness is appropriate. Directness here
means giving the readers what they want at the beginning.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #45
Topic: General Favorable Responses
46. Which of the following should you do when responding favorably to questions in a routine inquiry
message?
A. Answer each question in a separate message to ensure clarity.
B. Conclude the message with the answer to the reader’s question.
C. Answer all the questions in a single paragraph.
D. Answer the most important question first.
E. Request the sender to limit the number of questions.
When a response involves answering a single question, you begin by answering that question. When
it involves answering two or more questions, one good plan is to begin by answering one of them—
preferably the most important.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #46
Topic: General Favorable Responses
47. Which of the following guidelines should be followed when responding favorably to questions in a
routine inquiry message?
A. Order your answers logically or arrange them in paragraphs.
B. Make your answers stand out by responding to each question in a new message.
C. When answering more than one question, answer only the most important one.
D. Avoid telling the reader that you are complying with his or her request.
E. Avoid numbering your answers, especially if your reader numbered the questions.
If you are answering two or more questions, the body of your message becomes a series of answers.
You should order them logically, perhaps answering the questions in the order your reader used
in asking them. Or you may decide to arrange your answers by paragraphs so that each stands out
clearly.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #47
Topic: General Favorable Responses
48. Which of the following guidelines should be followed when answering two or more questions in a
favorable response message?
A. Make sure all questions can be answered with a simple “yes” or “no.”
B. Respond only to the most important query when asked to answer two or more.
C. Avoid telling the reader that you are complying with his or her request; it sounds redundant.
D. Avoid numbering your answers, especially if your reader numbered the questions.
E. Arrange the answers in the same order as the questions in the inquiry message.
If you are answering two or more questions, the body of your message becomes a series of answers.
You should order them logically, perhaps answering the questions in the order your reader used in
asking them.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #48
Topic: General Favorable Responses
49. In giving proper emphasis to the bad news in a favorable response, you should _____.
A. place the bad news in secondary positions
B. avoid using space emphasis
C. make use of the we-viewpoint
D. present the bad news at the beginning of the message
E. present the bad news in the main clause of the message
You should place the good news in positions of high emphasis—at paragraph beginnings and endings
and at the beginning and ending of the message as a whole. You should place the bad news in
secondary positions. In addition, you should use space emphasis to your advantage. This means giving
less space to bad-news parts and more space to good-news parts.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #49
Topic: General Favorable Responses
50. Which of the following is true of acknowledgements?
A. One must not use the you-viewpoint when writing acknowledgements.
B. One must use a highly formal style when writing acknowledgements.
C. Acknowledgements are typically written using the indirect plan of organizing information.
D. The sole purpose of writing acknowledgements is to help build goodwill.
E. Acknowledgements let people who order goods know the status of their orders.
Acknowledgments are sent to let people who order goods know the status of their orders. Most
acknowledgments are routine. They simply tell the reader when the goods are being shipped.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #50
Topic: Order Acknowledgments and Other Thank-You Messages
51. Which of the following guidelines should be followed when writing an order acknowledgement
message?
A. Begin with the news of the goods being shipped.
B. Use the we-viewpoint.
C. Open the message with promotional material.
D. Refrain from mentioning expected delays.
E. Avoid wasting time in building goodwill.
Acknowledgment messages should ideally begin with good news and end on a goodwill note.
Goodwill building can begin in the opening by emphasizing receipt of the goods rather than merely
the shipment of the goods.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #51
Topic: Order Acknowledgments and Other Thank-You Messages
52. Which of the following guidelines should be followed when writing order acknowledgement
messages?
A. Begin the message with bad news if there is any.
B. Focus on the delay of an order and emphasize that it is your company’s fault.
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.
Acknowledgment messages should ideally begin with good news and should end on a goodwill note.
Anything else you can say that will be helpful to the reader is appropriate like information about new
products, services, or opportunities for the reader.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #52
Topic: Order Acknowledgments and Other Thank-You Messages
53. Which of the following illustrates the most positive way of explaining a shipping delay?
A. Your order of 65 EZ staplers will not be shipped until June 12 due to production delay.
B. Due to unforeseen circumstances, we are unable to ship your order.
C. Because we aren’t producing EZ staplers right now, you will receive your order sometime around
mid-June.
D. We cannot ship the EZ staplers you had asked for, because production does not resume until June
1.
E. Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.
Sometimes the task of acknowledging is complicated by your inability to send the goods requested
right away. In such cases, you should use positive language that focuses on what can or will happen
rather than what didn’t or won’t happen. The correct answer focuses on what can happen for the reader
and avoids negative language.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #53
Topic: Order Acknowledgments and Other Thank-You Messages
54. In the context of order acknowledgements, which of the following illustrates the most positive way of
handling a vague order?
A. You failed to mention the number of chairs that you need.
B. The expected delivery date was not mentioned in your order.
C. You did not specify the details of the requested products.
D. If you had specified the exact make, we would’ve shipped your order immediately.
E. Once you let us know which of the two models you would like, we will send it to you immediately.
In the case of a vague order, you should request the information you need without appearing to
accuse the reader of giving insufficient information. The correct answer requests the reader for more
information in a positive tone without appearing as condescending.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #54
Topic: Order Acknowledgments and Other Thank-You Messages
55. Most claim messages are written using the indirect approach because they _____.
A. are about routine circumstances
B. involve unhappy news
C. require the writer to begin the message with negative news
D. require the writer to use the we-viewpoint in framing the message
E. are framed using standardized templates and do not depend on the audience
Claim messages are not about routine circumstances and because they involve unhappy news, many
are written in the indirect approach. Such situations are not routine for a business; for most businesses,
the routine practice is to fulfill their customers’ expectations.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #55
Topic: Direct Claims
56. Which of the following sentences is appropriate to be used in a claim message?
A. It was highly disappointing that we received a broken product.
B. I have been a long-standing customer, and I’m not happy with your service.
C. I expect your company to be more professional in handling my orders.
D. Please send us a replacement by January 1.
E. I am not satisfied with the goods I’ve received and want them to be replaced ASAP.
The right answer “Please send us a replacement by January 1” refrains from using negative words
like “complaint” or “disappointment.” It does not level accusations against the reader, but instead
concentrates on finding a solution to the problem.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #56
Topic: Direct Claims
57. Which of the following claim messages presents its content in the most appropriate manner?
A. It was highly disappointing that our order was not fulfilled as per your SLA.
B. I have been a long-standing customer, and I’m not happy with your service.
C. I expected your company to be more professional than the others I’ve dealt with.
D. Please replace the broken product by tomorrow.
E. I am not happy about receiving the wrong product. I wish you would be more careful.
The right answer “Please replace the broken product by tomorrow” refrains from using negative
words like complaint or disappointment. It does not level accusations against the reader, but instead
concentrates on finding a solution to the problem.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #57
Topic: Direct Claims
58. Which of the following is an ideal opening for a direct claim?
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 iPads that didn’t work, and you shipped them later than you promised.
The direct claim should open with a polite but direct statement of what you need. If the statement
sounds too direct, you may soften it with a little bit of explanation, but the direct claim should be at
the beginning of your message.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #58
Topic: Direct Claims
59. Which of the following should be included in the body of a direct claim?
A. A statement that indirectly places the blame on the reader
B. A direct statement accusing the reader of unprofessional behavior
C. A statement with words such as “disappointment” and “complaint” that best reflects your emotions
D. A paragraph of explanation to help your reader understand your requirements
E. A statement implying that your long-standing business relationship with the company has now
soured
The direct claim should open with a polite but direct statement of what you need. The body of the
direct claim should provide the reader with any information he or she might need to understand your
claim. Your close should end with an expression of goodwill.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #59
Topic: Direct Claims
60. Which of the following guidelines should be followed when granting an adjustment?
A. You should use negative words if the reader has blamed you or your company for the problem.
B. You should reiterate that it was not your company’s fault.
C. You should ask the reader to look beyond the company’s faults.
D. You should try to regain any confidence that the reader may have lost from the experience.
E. You should avoid using reader-centered language.
When you grant an adjustment, the situation is a happy one for your customer. Because the situation
stems from an unhappy experience, you have two special needs. One is the need to overcome any
negative impressions caused by the experience. The other is the need to regain any confidence in your
company, its products, or its service that the reader may have lost from the experience.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #60
Topic: Adjustment Grants
61. Which of the following guidelines should be followed when granting an adjustment?
A. You should avoid using reader-centered language.
B. You should reiterate that it was not your company’s fault.
C. You should use negative words if the reader has accused you or your company.
D. You should avoid language that makes the customer’s complaint the focus of your message.
E. You should use the we-viewpoint in writing your message.
While writing grant messages, you should avoid words that unnecessarily recall the bad situation you
are correcting. Negative language makes the customer’s complaint the focus of your message. Your
goal is to move the customer beyond the problem and to the solution—that the customer is going to
have his or her claim granted.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #61
Topic: Adjustment Grants
62. Which of the following should be followed when granting an adjustment?
A. You should avoid admitting that it was your company’s fault.
B. You should explain what is being done to correct the situation.
C. You should use negative words to describe what went wrong.
D. You should make the customer’s complaint the focus of your message.
E. You should include an apology at the end of the message.
When writing a grant message, you should tell your reader what has been done as convincingly and
positively as you can. If what went wrong was a rare, unavoidable event, you should explain this.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #62
Topic: Adjustment Grants
63. Which of the following is true about internal-operational messages?
A. These are formal messages sent from employees of an organization to outsiders.
B. These are messages developed by a business to communicate effectively with its clients.
C. These are casual exchanges between the employees of an organization with those of another
organization.
D. The documents uploaded on the internet cannot be classified as internal-operational messages.
E. The formality of such communication ranges from casual to moderately formal to formal.
Internal-operational communications are those messages that stay within a business. They are
messages to and from employees that get the work of the organization done. The formality of such
messages ranges widely.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-08 Write clear and effective internal-operational communications.
Rentz – Chapter 05 #63
Topic: Internal-Operational Messages
64. Kayla needs to write an internal-operational message explaining a policy change for the completion of
travel reimbursement forms. The most appropriate way of presenting this information is _____.
A. in a casual internal-operational message
B. in a moderately formal internal-operational message
C. in a formal internal-operational message
D. either in a casual or an informal internal-operational message
E. either in a casual or a moderately formal external-operational message
Policy changes are usually presented in the form of formal operational messages. The most formal
of the operational messages are those presenting policies, directives, and procedures. Usually written
by executives for their subordinates, these administrative messages are often compiled in manuals,
perhaps kept in loose-leaf form and updated as new material is developed.
AACSB: Communication
AACSB: Reflective Thinking
Blooms: Apply
Difficulty: 3 Hard
Learning Objective: 05-08 Write clear and effective internal-operational communications.
Rentz – Chapter 05 #64
Topic: Internal-Operational Messages
65. How does the assessment of a reader’s likely reaction influence the construction of a business
message?
Writing any messages other than those for the most mechanical, routine circumstances requires careful
thinking about the situation, the readers, and the goals. When determining your message’s basic plan,
a good beginning is to assess the reader’s probable reaction to what you have to say. If the reaction is
likely to be positive or even neutral, you will likely use the direct order—that is, you will get to the
objective right away without delay. If your reader’s reaction is likely to be negative, you may need to
use the indirect plan.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-01 Properly assess the readers likely reaction to your message.
Rentz – Chapter 05 #65
Topic: Preliminary Assessment
66. Explain the general plan for direct-order messages.
The general plan for the direct approach in positive and neutral situations is as follows:
Begin with your objective. If you are seeking information, start by asking for it. If you are giving
information, start giving it. Whatever your key point is, lead with it. Whatever else must be covered
to complete your objective makes up the bulk of the remainder of the message. End the message with
some appropriate friendly comment as you would end a face-to-face communication with the reader.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #66
Topic: The General Direct Plan
67. Explain the process of closing routine messages with goodwill.
While closing routine messages, you should end the message with some appropriate friendly comment
as you would end a face-to-face communication with the reader. Include a closing that is relevant to
the topic of your message. General closings such as “Thank you” or “If you need further information,
please don’t hesitate to ask” are polite, but they are clichés. Ending a routine message with a friendly
comment helps build goodwill. You will build more goodwill with a closing that is tailored to your
message—for example: “If you will answer these questions about Ms. Hill right away, we can fill the
accounting position before our busy tax season.”
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-02 Describe the general plan for direct order messages.
Rentz – Chapter 05 #67
Topic: The General Direct Plan
68. How should you structure questions in a routine inquiry message?
If there are several questions to be asked in a routine inquiry message, an organized, logical list should
be used. This can be done in a number of ways. First, if there are two or more questions, you can
make them stand out by making each question a separate sentence with a bullet to call attention to it.
Second, you can give each question a separate paragraph. Third, you can order or rank your questions
with numbers. Fourth, you can structure your questions in true question form.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #68
Topic: Routine Inquiries
69. Outline the plan recommended for a routine inquiry message.
The plan recommended for a routine inquiry message is as follows: focus directly on the objective,
with either a specific question that sets up the entire message or a general request for information;
include any necessary explanation, wherever it best fits; if two or more questions are involved, make
them stand out with bullets, numbering, paragraphing, and/or question form; and end with goodwill
words adapted to the topic of the message.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-03 Write clear; well-structured routine inquiries.
Rentz – Chapter 05 #69
Topic: Routine Inquiries
70. How should bad news be handled when writing routine responses?
When your message includes bad news, you should place the bad news in secondary positions. In
addition, you should use space emphasis to your advantage. This means giving less space to bad-news
parts and more space to good-news parts. You should use positive words and avoid negative words
and put bad news in modifying phrases or clauses rather than in main clauses.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries.
Rentz – Chapter 05 #70
Topic: General Favorable Responses
71. How would you handle delayed orders and vague orders when writing order acknowledgement
messages?
In the case of a delayed order, the message should use positive language that emphasizes what can
or will happen rather than what didn’t or won’t happen. In the case of a vague order, the information
needed should be requested without appearing to accuse the reader of providing insufficient
information.
AACSB: Communication
Blooms: Understand
Difficulty: 2 Medium
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill.
Rentz – Chapter 05 #71
Topic: Order Acknowledgments and Other Thank-You Messages
72. How should a direct claim message be organized?
The direct claim message should open with a polite but direct statement of what you need. If the
statement sounds too direct, you may soften it with a little bit of explanation, but the direct claim
should be at the beginning of your message. The body of the direct claim should provide the reader
with any information he or she might need to understand your claim. Your close should end with an
expression of goodwill.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted.
Rentz – Chapter 05 #72
Topic: Direct Claims
73. What are the special needs to be considered when granting an adjustment?
When you can grant an adjustment, the situation is a happy one for your customer. But because the
situation stems from an unhappy experience, you have two special needs. One is the need to overcome
any negative impressions caused by the experience; and the other is the need to regain any confidence
in your company, its products, or its service that the reader may have lost from the experience.
AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence.
Rentz – Chapter 05 #73
Topic: Adjustment Grants
74. Give a brief account of internal operational messages.
Internal-operational communications are those messages that stay within a business. They are
messages to and from employees that get the work of the organization done. The formality of such
messages ranges widely. At one extreme are the casual memorandum and email exchanges between
employees concerning work matters. At the other are formal documents communicating company
policies, directives, and procedures.
AACSB: Communication
Blooms: Remember
Difficulty: 2 Medium
Learning Objective: 05-08 Write clear and effective internal-operational communications.
Rentz – Chapter 05 #74
Topic: Internal-Operational Messages
5 Summary
Category # of Questions
AACSB: Communication 74
AACSB: Reflective Thinking 12
Blooms: Apply 12
Blooms: Remember 19
Blooms: Understand 43
Difficulty: 1 Easy 22
Difficulty: 2 Medium 44
Difficulty: 3 Hard 8
Learning Objective: 05-01 Properly assess the readers likely reaction to your message. 7
Learning Objective: 05-02 Describe the general plan for direct order messages. 10
Learning Objective: 05-03 Write clear; well-structured routine inquiries. 19
Learning Objective: 05-04 Write direct; orderly; and favorable answers to inquiries. 10
Learning Objective: 05-05 Write order acknowledgments and other thank-you messages that build goodwill. 8
Learning Objective: 05-06 Write direct claims in situations where an adjustment will likely be granted. 7
Learning Objective: 05-07 Compose adjustment grants that regain any lost confidence. 8
Learning Objective: 05-08 Write clear and effective internal-operational communications. 5
Rentz – Chapter 05 74
Topic: Adjustment Grants 8
Topic: Direct Claims 7
Topic: General Favorable Responses 10
Topic: Internal-Operational Messages 5
Topic: Order Acknowledgments and Other Thank-You Messages 8
Topic: Preliminary Assessment 7
Topic: Routine Inquiries 19
Topic: The General Direct Plan 10

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