Which of the following guidelines should be followed when writing a good news or neutral message?

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Which of the following is perceived as neutral communication?

a. Routine messages
b. Persuasive messages
c. Crisis communications
d. Bad news messages
e. Negative messages

a. Routine messages

If the reaction of the target audience is likely to be _____, your best approach is a direct one.

a. neutral
b. negative
c. aggressive
d. unwelcome
e. biased

a. neutral

A good-news or neutral message must begin with a(n):

a. we-viewpoint.
b. objective.
c. fragmented phrase.
d. cluttered phrase.
e. writer-centered approach.

b. objective

Which of the following guidelines should be followed when writing good-news and neutral messages?

a. The message must end with an appropriate friendly comment as in a face-to-face conversation.
b. If the message contains many questions, all of them should be grouped together at the beginning of the message.
c. The message must be written in the we-viewpoint.
d. The message should use the indirect approach of organizing the content.
e. If the message contains many questions, all of them should be grouped together in a single paragraph.

a. The message must end with an appropriate friendly comment as in a face-to-face conversation

Which of the following guidelines should be followed when writing a routine inquiry?

a. If the message contains many questions, all of them should be grouped together at the beginning of the message.
b. The opening of the message should focus on the main objective.
c. The message must be written in the we-viewpoint.
d. If the message contains many questions, all of them should be grouped together in a single paragraph.
e. The message should use the indirect approach of organizing the content.

b. The opening of the message should focus on the main objective

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. An persuasive opening using the indirect approach
d. A direct question or request
e. An off-subject, friendly introduction

d. A direct question or request

What is the advantage of providing background information and orienting statements in a routine inquiry?

a. They allow the use of fragmented phrases.
b. They help soften the tone if the opening question sounds demanding.
c. They help introducing a reader to the crux of the message immediately.
d. They help startle a reader into answering the question immediately.
e. They allow the use of the we-viewpoint.

b. They help soften the tone if the opening question sounds demanding

If a routine inquiry involves only one question, it is best to:

a. use the we-viewpoint instead of the you-viewpoint.
b. delay the question until the closing of the message.
c. embed the question in the body of the message.
d. ask the question immediately and then move to a goodwill ending.
e. employ a writer-centered approach.

d. ask the question immediately and then move to a goodwill ending

Which of the following is a way of effectively structuring questions?

a. Use yes/no questions since they evoke concise responses.
b. Place all questions in a single sentence.
c. Place questions in different paragraphs.
d. Avoid ordering or ranking the questions.
e. Avoid the use of bullets.

c. Place questions in different paragraphs

Which of the following sentences will be most effective in attracting attention in a routine inquiry?

a. There is some information that I need from you.
b. I am the human resources director of Dave Consulting and am wondering if you could send...
c. Your banquet facilities appear to be just what we need.
d. Could you please send the following information regarding...
e. It is important that I know how many...

d. Could you please send the following information regarding...

Which of the following best illustrates a favorable response message?

a. This is in reply to your July 1 message.
b. We have received your July 1 message.
c. Your July 1 message has been received.
d. As you requested in your July 1 message, following is a summary of our experience with Safeco.
e. We received your July 1 message today.

d. As you requested in your July 1 message, following is a summary of our experience with Safeco

Which of the following should be done when answering many questions in a favorable response message?

a. Answer one question in one message.
b. Begin with a general statement and answer all the questions in a single paragraph.
c. Answer the most important question in the first message and reserve other questions for later messages.
d. Tell the reader that you are complying with his/her request.
e. Request the sender to limit the number of questions.

d. Tell the reader that you are complying with his/her request

Which of the following is a method of making answers stand out in a response to more than two questions?

a. Use the we-viewpoint.
b. Use fragmented phrases.
c. Set each answer to be displayed in a different font.
d. Italicize all answers and use different font colors.
e. Place the answers in different paragraphs or number them.

e. Place the answers in different paragraphs or number them

When your response includes some bad news along with some good news, you should:

a. begin with the bad news.
b. give less space to the bad news.
c. use the we-viewpoint when delivering the bad news.
d. omit the bad news and concentrate on the good news.
e. place the bad news in primary positions.

b. give less space to the bad news

Which of the following is true of acknowledgements?

a. They are sent in rare cases and hence the direct order is not appropriate.
b. They restrict the use of informal language.
c. They can do away with the you-viewpoint.
d. Their primary function is to help build goodwill.
e. They are mostly routine.

e. They are mostly routine

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 stressing that it is your company's fault.
c. Refrain from mentioning a delay if it is due to unexpected reasons.
d. Use the we-viewpoint instead of the you-viewpoint.
e. End the message on a goodwill note.

e. End the message on a goodwill note

Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should:

a. use positive language.
b. focus on what could not be done and apologize.
c. use the we-viewpoint.
d. avoid focusing on the reader.
e. emphasize on the bad news.

a. use positive language

Which of the following guidelines should be followed when writing a thank-you message?

a. The writer should not omit the salutation irrespective of the relationship with the reader.
b. The writer should use the first name if the relationship with the reader is a formal one.
c. The writer should use the we-viewpoint to write the message.
d. The tone should be formal and business-like.
e. The message should be brief and direct.

e. The message should be brief and direct

Claim messages primarily involve:

a. unfulfilled customer expectations.
b. happy news.
c. routine circumstances.
d. positive news.
e. order inquiries.

a. unfulfilled customer expectations

Which of the following words is most likely to compromise the chance of a speedy claim adjustment?

a. Complaint
b. Solution
c. Replacement
d. Adjustment
e. Order

a. Complaint

Which of the following should form the closing of a direct claim?

a. An expression of goodwill.
b. An indirect statement of what you need written in the we-viewpoint.
c. A statement with words such as disappointment and complaint that reflects your emotions.
d. A direct statement of what you need written in the we-viewpoint.
e. A fragmented phrase hinting at your requirement.

a. An expression of goodwill

When you grant an adjustment:

a. the situation is an unhappy one for the customer.
b. you are doing what you were asked to do.
c. a message written in the indirect order is appropriate.
d. you must use the we-viewpoint.
e. you should consider using negative words.

b. you are doing what you were asked to do

Which of the following adjustment-grant messages presents its contents in the most positive way?

a. We sincerely regret the inconvenience caused to you and want to explain what happened.
b. We carefully inspected the machine as demanded by you.
c. A review of the facts surely supports our contention that the machine was not at fault.
d. Since your satisfaction with our product is important to us, we thoroughly checked the machine.
e. Inspection of the machine has taken up a lot of our time.

d. Since your satisfaction with our product is important to us, we thoroughly checked the machine

Which of the following guidelines should be followed when granting an adjustment?

a. You should avoid using reader-centered language.
b. You should use negative words to describe what went wrong since positive words are misleading.
c. You should explain the situation to the customer in the case of rare and unavoidable events.
d. You should make the customer's complaint the focus of your message.
e. You should apologize at the beginning and the end of an adjustment grant message.

c. You should explain the situation to the customer in the case of rare and unavoidable events

Moderately formal internal operational messages typically begin with _____.

a. a positive buffer
b. a topic statement
c. a bad news
d. the problem history
e. an expression of goodwill

b. a topic statement

The likelihood of negative news to be received more positively is highest when:

a. the writer does not cushion the bad news.
b. it is put in a frank and blunt manner.
c. an explanation precedes it.
d. the writer does not use a buffer in the message.
e. the writer avoids presenting reasons to the reader.

c. an explanation precedes it

In terms of writing bad-news messages, which of the following is true of a buffer?

a. It refers to an opening that identifies the subject of the message but does not indicate that negative news is coming.
b. The person writing the bad-news message uses a buffer when he or she is not trying to cushion the bad news.
c. With the use of a buffer, the reader is conveyed negative news in a frank and blunt manner.
d. A buffer is used when the reasons for negative news are avoided in the message.
e. A buffer is used when there is negative news is directly delivered without explanations.

a. It refers to an opening that identifies the subject of the message but does not indicate that negative news is coming

The use of a buffer in a negative message indicates:

a. a direct delivery of the message without explanations.
b. unwillingness to offer an alternative solution.
c. the writer's frank and blunt manner.
d. consideration for the feelings of the reader.
e. that the writer is not trying to cushion the bad news.

d. consideration for the feelings of the reader

Which of the following is an example of presenting bad news in a positive manner?

a. The writer has not tried to offer an alternative solution.
b. The writer has developed his reasoning convincingly to make the bad news appear as a logical outcome.
c. The writer has conveyed the message in a frank and blunt manner.
d. The writer has delivered the bad news-message directly without any explanations.
e. The writer has not tried to cushion the bad news.

b. The writer has developed his reasoning convincingly to make the bad news appear as a logical outcome

Which of the following is a powerful strategy for maintaining goodwill while presenting bad news to the reader?

a. Delivering the message directly without much explanation.
b. Trying not to buffer or cushion the bad news.
c. Conveying the message in a blunt and frank manner.
d. Taking time to provide an alternative solution to the reader.
e. Ensuring never to end a bad-news message with a forward-looking note.

d. Taking time to provide an alternative solution to the reader

Which of the following is a secondary goal of the writer when refusing requests?

a. Conveying the message in a blunt and frank manner
b. Trying not to buffer the bad news
c. Delivering the message directly without much explanation
d. Ensuring that an alternative solution is not offered
e. Maintaining goodwill

e. Maintaining goodwill

Which of the following is the first step one must take before delivering a refusal to a request?

a. Setting up the explanation in the opening
b. Using a compromise when practical
c. Presenting the explanation convincingly
d. Developing the strategy
e. Handling the refusal positively

d. Developing the strategy

When refusing requests, which of the following is true of setting up the explanation in the opening?

a. The writer should not try to cushion the bad news.
b. The writer should convey the message in a frank and blunt manner.
c. The writer should begin the message with a buffer that sets up the discussion.
d. The writer should not try to offer an alternative solution at any cost.
e. The writer should deliver the message directly without any explanations.

c. The writer should begin the message with a buffer that sets up the discussion

When refusing requests, the explanation that the company policy forbids compliance may work only if:

a. the company policy is defensible and clearly explained.
b. the explanation is expressed in a frank and blunt manner.
c. the company is not trying to offer any other alternative solution.
d. the company is conveying the refusal without any direct explanation.
e. the message is never ended with a forward-looking note.

a. the company policy is defensible and clearly explained

Sam, a human resources manager, is writing a letter refusing a request for promotion. Which of the following would be the best way to write the message?

a. "I am sorry to say that we cannot offer you a promotion at this time period."
b. "Your request for a promotion has been turned down."
c. "We can offer you the promotion as soon as a position is open."
d. "We cannot give you a promotion this month."
e. "I deeply regret to inform you that your promotion has been denied."

c. "We can offer you the promotion as soon as a position is open."

To leave one's reader with a feeling of goodwill, one must:

a. never end with a forward-looking note.
b. shift the reader's thoughts to more pleasant matters.
c. express oneself in a frank and blunt manner.
d. not try to offer any alternative solution.
e. convey the refusal in a direct manner without any direct explanation.

b. shift the reader's thoughts to more pleasant matters

"Since our budgeted contributions for this year have already been made, we are placing your organization on our list for consideration next year. We wish you success in your efforts to improve the lives of the children in our city."
Which of the following is true of the above message?

a. A tactful and indirect refusal of a request
b. A refusal in a frank and blunt manner
c. Refusal of a request in a direct manner without any explanations
d. A refusal that does not offer any alternative solution to the reader
e. Refusal of a request without a forward-looking note

a. A tactful and indirect refusal of a request

Which of the following is the first step in writing claim messages using an indirect approach?

a. Describing the problem clearly
b. Building goodwill with a fair-minded close
c. Leading into the problem in the beginning
d. Requesting the correction
e. Choosing the right tone

e. Choosing the right tone

Which of the following is the best way to introduce the problem in a claim message?

a. "I am disappointed by the service rendered by your store."
b. "I had heard good things about your center but now regret that I chose it for this important company event."
c. "Overall, the event was not the impressive "thank-you" to my hard-working employees I had in mind when we drew up the contract."
d. "I absolutely refuse to pay this amount for the poor job you did of hosting this event."
e. "I regret we had our television serviced at your service station, it was highly unsatisfactory."

c. "Overall, the event was not the impressive "thank-you" to my hard-working employees I had in mind when we drew up the contract."

In a claim message that uses an indirect approach, the subject line:

a. shows a tone of firmness with anger.
b. requests a specific remedy.
c. shows a frank and blunt portrayal of displeasure.
d. quickly identifies the situation.
e. expresses disinterest in continuing relations.

d. quickly identifies the situation

Karen was promised a year's warranty when she bought a new cell phone. However, it quit working after three months. Which of the following is the first step she should take when writing an indirect claim message to the cell phone company?

a. Express disinterest in a continued relationship.
b. Identify the situation (invoice number, product information, etc.) and lead into the problem.
c. Show a tone of firmness with evident displeasure.
d. Seek corrective action.
e. Present enough of the facts to permit a decision.

b. Identify the situation (invoice number, product information, etc.) and lead into the problem

Which of the following is true when writing indirect claims?

a. One must present the facts without worrying about whether one is sounding unreasonable.
b. One must focus more on one's feelings while talking about facts.
c. One must express one's displeasure about the bad service frankly.
d. One must keep one's tone as objective as one can while making sure the problem is understood.
e. One must make one's point clear even if it sounds like one is blaming the reader.

d. One must keep one's tone as objective as one can while making sure the problem is understood

Which of the following is true of the words to be used when writing the body of one's claim message?

a. The words describing the problem should express evident displeasure.
b. The words describing the problem should express disinterest in a continued relationship.
c. The words describing the problem should be courteous yet firm.
d. The words describing the problem should be in a tone of firmness with anger.
e. The words describing the problem should be focused on one's feelings.

c. The words describing the problem should be courteous yet firm

Which of the following is true when writing the body of a claim message?

a. The problem should be explained in a tone that expresses disinterest in a continued relationship.
b. The problem should be explained in a blunt and frank manner, even if it sounds unreasonable.
c. The problem should be explained keeping the focus on one's feelings than mere facts.
d. The problem should be explained in a tone of firmness with anger.
e. The problem should be explained completely, giving enough information to permit the reader to judge the matter.

e. The problem should be explained completely, giving enough information to permit the reader to judge the matter

Which of the following is true of writing the body of an indirect claim message?

a. Since one expects resistance from the reader, one must focus on one's feelings rather than mere facts.
b. Since one expects resistance from the reader, one must present one's case using facts and logic.
c. As resistance from the reader is definite, one must explain facts in a tone that expresses disinterest in a continued relationship.
d. Since resistance from the reader is inevitable, one must maintain a tone that indicates evident displeasure.
e. Since resistance is an expected outcome from the reader, the problem should be explained in a tone of firmness with anger.

b. Since one expects resistance from the reader, one must present one's case using facts and logic

When writing indirect claim messages, whatever final words one chooses, they should clearly show that:

a. the request is firm yet cordial and fair.
b. the request indicates evident displeasure.
c. the request expresses anger.
d. the request is indicative of disinterest in a continued relationship.
e. one is disappointed by the actions taken by the service provider.

a. the request is firm yet cordial and fair

Which of the following is the main challenge when writing adjustment refusals?

a. Refusing an adjustment request when one does not have strong facts to refuse.
b. Refusing an adjustment request with clear and reasonable guideline for what is and is not a legitimate request.
c. Refusing a request when one needs more time to figure out why one cannot grant the reader's request.
d. Refusing an adjustment request while still making possible an ongoing, positive relationship with the reader.
e. Refusing an adjustment request when one is unsure if one has good reasons to refuse.

d. Refusing an adjustment request while still making possible an ongoing, positive relationship with the reader

Which of the following is true regarding setting up one's strategy to write an adjustment refusal?

a. One must never put a date reference early in the message.
b. One must begin at a point of common agreement and then explain how the case at hand is an exception.
c. One must ensure that one should state the facts explaining how the reader is to blame for the situation at hand.
d. One must include a warning to the reader not to make requests due to their fault.
e. One must use a tone that is blunt and frank.

b. One must begin at a point of common agreement and then explain how the case at hand is an exception

When following a specific plan for writing adjustment refusals, which of the following is the first step?

a. To refuse clearly and bluntly, never including a counterproposal
b. To not put a date reference early in the message
c. To use words that are on subject, are neutral about the decision, and set up one's strategy
d. To include a warning to the reader not to make requests for mishaps due to negligence
e. To present the strategy that explains or justifies, being factual and positive

c. To use words that are on subject, are neutral about the decision, and set up one's strategy

Which of the following is true of writing negative announcements that maintain goodwill?

a. When planning a direct announcement, one will need to think about what kind of buffer opening to use.
b. One should not start with complimentary or cordial talk focusing on the good relationship that one has with the readers.
d. One should not begin with the explanation that justifies the negative announcement.
d. The indirect route is especially recommended when it is reasonable to expect that the readers would be disappointed by a direct presentation.
e. One should not use positive words and use negative comments when presenting the negative news itself.

d. The indirect route is especially recommended when it is reasonable to expect that the readers would be disappointed by a direct presentation

Information such as a person's age, gender, income and geographic location are called _____.

a. physiographic information
b. geographic information
c. psychographic information
d. angiographic information
e. demographic information

e. demographic information

The difference between extrinsic benefits and intrinsic benefits is that:

a. intrinsic benefits are those that a reader gets automatically by complying with a request.
b. intrinsic benefits are relatively short-lived.
c. extrinsic benefits are relatively long-lived.
d. intrinsic benefits are the added benefits.
e. extrinsic benefits are emphasized in persuasive messages.

a. intrinsic benefits are those that a reader gets automatically by complying with a request

The persuasive appeals identified by Aristotle that are based on the character of the speaker are referred to as:

a. ethos.
b. pathos.
c. catharsis.
d. logos.
e. hamartia.

a. ethos

The indirect method of organizing data is used for persuasive messages to set up the explanation for the negative news and the function of the opening statement is to lead to the central strategy. However, the openings of persuasive messages also have the important function of:

a. gathering information about the reader.
b. gaining the attention of the reader.
c. making the request clear and positive.
d. summarizing the contents of the entire message.
e. getting straight to the point of the message.

b. gaining the attention of the reader

Unwanted mails that are usually discarded even before they are read are called _____.

a. junk mails
b. permission-based mails
c. scam mails
d. ad-hoc mails
e. illegal mails

a. junk mails

What is the reason that sales messages sent by email often create hostility among intended customers?

a. They are mostly unsolicited emails.
b. They use the you-attitude.
c. They typically use the direct method of organizing data.
d. They mostly use the active voice.
e. They adapt the message according to the audience.

a. They are mostly unsolicited emails

Which of the following is true about emotional appeals?

a. Emotional appeals are best suited for selling rational products.
b. Aristotle had categorized emotional appeals as logos.
c. Emotional appeals are those based on our senses.
d. It is best to avoid the use of emotional appeal when advertising products that do not perform any discernable rational function.
e. Emotional appeals are mainly based on logic.

c. Emotional appeals are those based on our senses

The product most likely to be sold to consumers through rational appeals would be:

a. diamond rings.
b. teen fashion accessories.
c. candies.
d. automobile tires.
e. exotic flowers.

d. automobile tires

The product most likely to be sold to consumers through rational appeals would be:

a. diamond rings.
b. teen fashion accessories.
c. candies.
d. washing machines.
e. exotic cuisine.

d. washing machines

The product most likely to be sold to consumers through emotional appeal would be:

a. garden tools sold at cut-rate prices.
b. gasoline sold at a lower price.
c. industrial machinery for different specifications.
d. medicine for gastritis.
e. flowers in various range of colors.

e. flowers in various range of colors

The product most likely to be sold to consumers through emotional appeal would be:

a. garden tools sold at cut-rate prices.
b. gasoline sold at a lower price.
c. dishwashers for domestic use.
d. medicine for nasal blockage.
e. diamond necklaces.

e. diamond necklaces

Which of the following on a sales envelope, has the greatest chance of being discarded before being read?

a. A sales message reflecting the you-attitude
b. A brief sales message
c. A picture indicative of the attached message
d. A message with solid caps and exclamations
e. An official-appearing envelope

d. A message with solid caps and exclamations

Which of the following sentences best meets the requirements for good sales writing?

a. Our candies are the best in town.
b. We make litchi flavored candies.
c. No other store in the city can beat our wide range of candies.
d. You can try our wide range of candies.
e. We are the best in the candy business.

d. You can try our wide range of candies

Which of the following sentences best meets the requirements for good sales writing?

a. Our store has the widest range of home décor in the city.
b. You can choose from the wide range of home décor, the largest in the city, at our store.
c. No other store in the city can beat our wide range of home décor.
d. Our stores have branches spread across the city, each offering the finest home décor available.
e. Do not look beyond our stores for your home décor needs!

b. You can choose from the wide range of home décor, the largest in the city, at our store

Aggressive, commanding phrases are used to urge immediate action because:

a. all readers prefer the commanding tone of such words.
b. they emphasize the we-viewpoint.
c. readers are otherwise more likely to unsubscribe the sales messages.
d. a persuaded reader may otherwise tend to put off a purchase.
e. it helps a reader by directing them to a purchase form.

d. a persuaded reader may otherwise tend to put off a purchase.

Strong sales messages are characterized by:

a. a vague subject line open to multiple interpretations.
b. a deviation from the reader's point of view to that of the writer.
c. a heavy use of sensational words.
d. the absence of visual elements.
e. an emphasis on the you-viewpoint.

e. an emphasis on the you-viewpoint

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