Q&A Hero

Q: A routine positive message should never include negative information. A) True B) False

Q: "I am pleased to inform you that..." is a good standard opening for a positive message. A) True B) False

Q: When you are responding favourably to someone's request, you can be curt and "me-oriented," since you are doing the person a favour. A) True B) False

Q: If you are writing to someone to request a recommendation letter for a job or scholarship, you should include a copy of your rsum. A) True B) False

Q: Because requests for recommendations are persuasive messages, you should use the indirect approach. A) True B) False

Q: It's not necessary to ask someone's permission before listing his or her name as a job reference. A) True B) False

Q: It's best to back up all claims and requests for adjustments with invoices, sales receipts, and so on; send copies to the company and keep the originals. A) True B) False

Q: A request for specific action or to express the desire for a solution should be part of your opening in a claim letter. A) True B) False

Q: A claim letter or request for adjustment follows the indirect plan. A) True B) False

Q: When writing a claim letter, assume that a fair adjustment will be made. A) True B) False

Q: In a claim letter, explain the problem in detail, provide back-up information, and request specific action. A) True B) False

Q: Be prepared to document your claim. Send copies and keep the originals. A) True B) False

Q: Past customers are usually irritated if a company sends a letter of inquiry trying to re-establish the relationship. A) True B) False

Q: Dissatisfied customers rarely tell others about their complaints. A) True B) False

Q: Because of their simple organization, routine requests require little tact. A) True B) False

Q: In the final section of a request message, thank the reader in advance for cooperating. A) True B) False

Q: A letter of request closes with a request for a specific response, an expression of appreciation, and information on how the writer can be reached. A) True B) False

Q: If the middle section of your request letter contains a series of questions, the most important question is saved for last. A) True B) False

Q: When making direct requests, you avoid such softening words and phrases as "please" and "I would appreciate." A) True B) False

Q: When making a direct request, you state what you want in the first sentence or two and then follow with an explanation. A) True B) False

Q: Whenever you can assume that your audience will be interested in what you have to say or be willing to cooperate with you, use the direct approach. A) True B) False

Q: Why are appreciation messages important? What should they include?

Q: Explain why goodwill messages are important; then describe at least two characteristics of effective goodwill messages.

Q: What four things should you do during the "Completing" step of the Three-Step Writing Process for a routine message?

Q: Explain what you should include in an effective recommendation letter.

Q: Explain what you should do when replying to a claim when the customer is at fault.

Q: Many routine requests have several parts. What guidelines should you keep in mind when your request contains a series of questions?

Q: List at least three guidelines to follow when writing condolence messages.

Q: What potential legal problem can result from writing a critical recommendation letter?

Q: Briefly explain why it is so difficult to write recommendation letters for excellent candidates.

Q: In responding favourably to a claim even though the customer was at fault, should you indicate that your company was not to blame? Why or why not?

Q: How should mildly disappointing information be included within a generally positive routine message?

Q: How can a request for information re-establish a relationship with former customers or suppliers?

Q: Why might a company send a routine reply or a positive message? Give four specific examples.

Q: List the three major categories of common routine requests.

Q: Describe the elements that should be included in an effective closing for a routine request.

Q: List three guidelines to follow in preparing the opening of a routine request in the direct format.

Q: Messages of __________ express sympathy.

Q: Messages of __________ recognize the contributions of employees or business associates.

Q: Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called __________ messages.

Q: __________ are specialized documents used to share relevant information with the local or national news media.

Q: A letter telling someone that she or he got the job is a(n) __________ document, so make sure all statements are accurate.

Q: Use a __________ approach for positive messages.

Q: Because many requests are similar, companies usually develop __________ letters to respond to these repetitive queries.

Q: Adapt to your audience's needs by being sensitive to their needs and maintaining a __________ attitude.

Q: Positive messages should begin with the main idea or __________.

Q: Before volunteering someone's name as a(n) __________, ask that person's permission.

Q: Dissatisfied customers make a(n) __________ or request a(n) __________.

Q: The __________ of a routine request makes a request for a specific response and expresses appreciation or goodwill.

Q: You use the middle section of a routine request message to explain and __________ your request.

Q: The __________ of a routine request provides justification, explanation, and details.

Q: The __________ of a routine request states what you want.

Q: Condolence messages should _____________ A) be as long as possible. B) keep reminiscences brief. C) quote poetic passages. D) not mention your shock or dismay.

Q: The purpose of goodwill messages is to _____________ A) make a sales pitch. B) convey good news about products and operations. C) enhance relationships with customers and other businesspeople. D) offer help to those in need.

Q: In the past, news releases were ______________ A) typed on regular company letterhead. B) written as blogs. C) crafted in a way to provide information to reporters. D) offered directly to the public.

Q: A letter to a successful job applicant _____________ A) should follow the indirect approach. B) constitutes a legal job offer. C) should use a formal, neutral tone. D) should never be sent by email.

Q: When sending a goodwill message _____________ A) use congratulatory messages to build goodwill with clients and colleagues. B) make the company or situation the focus of your comments. C) use memo format for all goodwill messages sent through interoffice mail. D) omit any personalized details.

Q: When responding to a request for adjustment when a third party is at fault, the best approach is to _____________ A) refuse the claim and suggest that the customer sue the third party. B) respond with messages that explain how the problem will be solved. C) honour the claim with no additional explanation. D) honour the claim but explain that your company was not at fault.

Q: Explain how to apply the three-step writing process to instant messages.

Q: Define "flames" and explain how to avoid them in business.

Q: Explain why it is important to pay attention to issues such as spelling, punctuation, and grammar when composing email messages in business.

Q: Explain why it is so important to avoid sending unnecessary email messages at work.

Q: Explain how inappropriate use of email at work can lead to legal problems.

Q: Define "RSS" and briefly describe its function.

Q: Give three examples of how podcasts could replace more traditional message formats in business.

Q: List five ways businesses are using blogs.

Q: You can help keep electronic messages from causing problems in your organization by following certain tips or guidelines. List four of these guidelines.

Q: Give three situations in which you should use a printed message over electronic alternatives.

Q: You need to send an email to the employees you supervise informing them of an important meeting coming up on Friday. You want to make sure they bring a copy of a recent consultant's report with them. Explain what subject line you would use and how you arrived at your decision.

Q: In business contexts, what are the primary benefits and disadvantages of instant messaging?

Q: When creating a basic __________ for clients to download and listen to, a microphone, a sound card, and free recording software are all you need.

Q: Viral __________ refers to spreading the word about your company and its product in much the same way that biological viruses are transmitted from person to person.

Q: Blogs have also become a popular medium for __________ supportenabling employees to answer questions and offer tips and advice.

Q: Another term for a video blog is __________

Q: The IM version of email spam is known as __________.

Q: Benefits of IM include its rapid response to urgent messages and its __________ cost than phone calls and email.

Q: One feature of instant messaging software is __________ awareness, which enables users to see which people are at their desks and available to IM.

Q: In an email message, "cc" refers to __________.

Q: An email message that contains insensitive, insulting, or critical comments is called a(n) __________.

Q: The __________ of an email is important because it helps readers decide whether to read the message or delete it.