Chapter 6 GEB – Flashcards

Unlock all answers in this set

Unlock answers
question
Which of the following messages is not considered routine?
answer
Top management officials announcing a decision to close a factory
question
The direct organizational plan
answer
Lets the reader quickly see the purpose of the message
question
What is an advantage of the direct organizational approach?
answer
The major news receives the most attention
question
Which situation does not normally involve a routine request?
answer
A college student organization wants free soda to give away to students who stop by its fund-raising booth
question
A request is not routine if you
answer
Believe that the reader will not object to granting your request
question
You should start a routine request
answer
with the request, which is the main idea
question
You should use the direct organizational plan when you
answer
are conveying routine information in which the reader is interested
question
Whens ending a routine message, you should not
answer
telephone with details
question
Identify an example of a polite request.
answer
...
question
A suggestion for communicating with someone from another culture is to
answer
adapt to the reader's style
question
Additional explanation or details about your initial request are necessary to
answer
stress how you will benefit if the reader complies with your request
question
When asking several specific questions in a direct request letters do not
answer
use the indirect organizational plan
question
To increase the probability that your routine request will be
answer
explain how the reader will benefit by doing what you ask
question
The final paragraph of a routine request should
answer
do all of these
question
Which of the following is the most effective closing statement in a request letter?
answer
I trust that, if you want me to order merchandise from your company, you will respond by June 30
question
Promptness in responding to a routine request is important because
answer
...
question
What is the most important guideline to follow when preparing a routine reply?
answer
Answer the request promptly
question
Which of the following is not appropriate when preparing a routine reply?
answer
Use the indirect organizational plan
question
A routine reply is
answer
...
question
If you wait to respond to a routine request that you are granting, you
answer
may lose the goodwill of the person making the request
question
Which of the following is the most effective way to refer to an enclosure?
answer
Enclosed is a booklet for your reference
question
Which of the following is the most appropriate opening sentence in a routine reply?
answer
We are happy to provide the information you requested
question
Which of the following would be the most appropriate closing statement in a routine reply?
answer
I hope this information is of use to you
question
Sales promotion appeals should do all of the following except
answer
be subtle
question
A customer who is dissatisfied with a product and wants a refund or replacement should write ____ letter
answer
a claim
question
When writing a routine claim letter
answer
be specific when describing the problem
question
Which sentence is the most acceptable for a claim letter?
answer
I delivered my clothes to the Spiffy laundry by noon. Although your store charged me the extra $5.35 for the same-day pickup, you failed to have my clothes ready until the next evening.
question
What type of letter is written to inform a customer that the customer's request regarding a defective product has been
answer
adjustment
question
You should provide all of the following background information for a claim letter except
answer
a friend's testimony verifying the problem
question
Which of the following is not one of the three sections of the claim letter?
answer
none of these
question
Which is not true about writing claim letters?
answer
Be emotional to inspire action
question
You can make your claim letter sound more reasonable by
answer
saying something positive about the company, if it is true.
question
Which of the following is not true about the adjacent letters?
answer
Showing a grudging tone lets the customer know he or she really didn't get away with anything.
question
You should use a gracious, trusting tone in a routine
answer
to avoid losing the customer's goodwill and confidence
question
Apologizing in an adjustment letter is appropriate
answer
when the customer has been severely inconvenienced
question
When writing an adjustment letter, what should you do to explain why a problem occurred
answer
Minimize the amount of resale in your letter
question
A routine adjustment letter should be organized in this order:
answer
1. good news 2. apology, if necessary 3. explanation 4. courteous closing
question
Which of the following statements about resale in an adjustment letter is not true?
answer
Promise the problem will never happen again
question
The following are true about adjustment letters except
answer
grant the claim immediately after the explanation
question
If you include sales promotion in a routine reply, you should
answer
make it brief as well as subtle
question
Which of the following would be the least appropriate closing for the adjustment letter?
answer
I am truly sorry for any inconvenience our product may have caused you
question
An adjustment letter should not end with
answer
an apology for the problem that prompted the claim letter
Get an explanation on any task
Get unstuck with the help of our AI assistant in seconds
New