Chapter 5 multiple choice questions – Flashcards
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The direct order of writing a message _____.
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C. allows the writer to begin with the key point and get to the objective right away without delay
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In which of the following situations should one use the direct order in writing a message?
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A. In writing a message that is likely to evoke a neutral response from the reader
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When is it best to use the indirect approach in creating a message?
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A. When the message is likely to evoke a negative response from the reader
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The _____ is the best approach to use when a message is likely to evoke a positive response from the reader.
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B. direct approach
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When composing good-news and neutral messages, one may _____.
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C. begin the message with a brief orienting clause
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Which of the following guidelines should be followed when writing an effective message carrying good-news?
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C. The prefatory remarks in the message should be kept brief with focus on the real message
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Which of the following guidelines should be followed when writing a message carrying good-news?
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D. If parts of the objective require explanation, the explanations must be included in the message.
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Which of the following guidelines will help create an effective good-news message?
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D. The message should be concluded with an appropriate friendly comment
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What is the advantage of closing a message with a tailored ending?
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C. It helps in building more goodwill.
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You are most likely to build goodwill with your readers by using _____.
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B. a closing that is tailored to your message
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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?
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E. Please reply by 4 p.m. to ensure that your order ships today.
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Which of the following is the most appropriate beginning for a typical routine inquiry message?
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E. A brief statement to orient the reader
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If you are seeking only one piece of information in a routine inquiry message, you should _____.
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A. begin the message with a specific question
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Which of the following is true about a routine inquiry that seeks only one piece of information?
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A. The message can be concluded immediately after asking for the information.
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What is the advantage of providing background information or orienting statements in a routine inquiry?
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B. They help reduce any startling effect that a direct question might have on the reader.
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A good place for general explanatory material in a routine inquiry with multiple questions is _____.
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E. in the body of the message along with the questions
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Combining two or more questions in a sentence _____.
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C. de-emphasizes each question
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Which of the following is the most effective method of making questions stand out in a routine message?
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B. Structuring questions in true question form
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Which of the following is a good practice in framing questions for routine inquiry messages?
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D. Avoiding simple yes or no questions unless required
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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?
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C. Will you please answer the following questions about your banquet facilities?
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Which of the following sentences will be most effective in attracting attention for a routine inquiry about an advertised product?
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B. Could you please answer the following questions regarding the Mir-Cal product advertised in last Sunday's Potterville Times?
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Which of these concluding sentences is most likely to build goodwill in a routine inquiry message?
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C. As we must begin production on February 1, I'd appreciate your response by that date.
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Which of the following sentences is most likely to build goodwill in a routine inquiry message?
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A. Your preparation of estimates by June 13 will enable us to choose a contractor by the end of the month.
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Which of the following concluding sentences is most likely to build goodwill in a routine inquiry message?
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A. Your prompt reply to our proposal by the 31st of December will allow us to start our work on time.
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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?
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E. Yes, you may use the company's logo in promotional materials for...
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Which of the following should you do when responding favorably to questions in a routine inquiry message?
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D. Answer the most important question first.
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Which of the following guidelines should be followed when responding favorably to questions in a routine inquiry message?
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A. Order your answers logically or arrange them in paragraphs
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Which of the following guidelines should be followed when answering two or more questions in a favorable response message?
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E. Arrange the answers in the same order as the questions in the inquiry message.
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In giving proper emphasis to the bad news in a favorable response, you should _____.
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A. place the bad news in secondary positions
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Which of the following is true of acknowledgements?
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E. Acknowledgements let people who order goods know the status of their orders.
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Which of the following guidelines should be followed when writing an order acknowledgement message?
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A. Begin with the news of the goods being shipped.
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Which of the following guidelines should be followed when writing order acknowledgement messages?
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C. Include information about new products, services, or opportunities for the reader
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Which of the following illustrates the most positive way of explaining a shipping delay?
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E. Production of EZ staplers resumes on June 1; your order of 65 EZ staplers will arrive on June 12.
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In the context of order acknowledgements, which of the following illustrates the most positive way of handling a vague order?
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E. Once you let us know which of the two models you would like, we will send it to you immediately.
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Most claim messages are written using the indirect approach because they _____.
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B. involve unhappy news
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Which of the following sentences is appropriate to be used in a claim message?
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D. Please send us a replacement by January 1.
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Which of the following claim messages presents its content in the most appropriate manner?
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D. Please replace the broken product by tomorrow
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Which of the following is an ideal opening for a direct claim?
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B. Please adjust invoice 3459 to show that we ordered six office chairs, not seven.
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Which of the following should be included in the body of a direct claim?
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D. A paragraph of explanation to help your reader understand your requirements
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Which of the following guidelines should be followed when granting an adjustment?
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D. You should try to regain any confidence that the reader may have lost from the experience
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Which of the following guidelines should be followed when granting an adjustment?
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D. You should avoid language that makes the customer's complaint the focus of your message.
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Which of the following should be followed when granting an adjustment?
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B. You should explain what is being done to correct the situation.
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Which of the following is true about internal-operational messages?
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E. The formality of such communication ranges from casual to moderately formal to formal.
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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 _____.
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C. in a formal internal-operational message
