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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

C

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

A

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

A

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

B

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

C

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.

C

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.

D

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.

D

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.

C

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

C

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.

E

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

E

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

A

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.

A

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.

B

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

E

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

C

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

B

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

D

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.

C

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.

B

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.

C

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.

A

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 31 st 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.

A

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...

E

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.

D

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.

A

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.

E

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

A

Which of the following is true of acknowledgments?

A. One must not use the you-viewpoint when writing acknowledgments.
B. One must use a highly formal style when writing acknowledgments.
C. Acknowledgments are typically written using the indirect plan of organizing information.
D. The sole purpose of writing acknowledgments is to help build goodwill.
E. Acknowledgments let people who order goods know the status of their orders.

E

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.

A

Which of the following guidelines should be followed when writing order acknowledgment
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.

C

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 a 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

E

In the context of order acknowledgments, 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.

E

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

B

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.

D

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.

D

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.

B

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

D

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.

D

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.

D

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.

B

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.

E

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

C

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.

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.

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."

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.

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.

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.

How would you handle delayed orders and vague orders when writing order acknowledgment
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.

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.

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.

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.

Which of the following should you do when responding favorably to questions in a routine inquiry message quizlet?

What is the advantage of closing a message with a tailored ending?

When deciding how do you begin a routine inquiry message you should base your objective on ______?

Which of the following best describes why you would include an explanation in a routine inquiry?