GEB Chapter 6 – Flashcards
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Which of the following messages is not considered routine?
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top management officials announcing a decision to close a factory
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The direct organizational plan
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lets the reader quickly see the purpose of the message
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What is an advantage of the direct organizational approach?
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the major news receives the most attention
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Which situation does not normally involve a routine request?
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a college student organization wants free soda to give away to students who stop by its fund-raising booth
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A request is not routine if you
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believe that the reader will object to granting your request
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You should start a routine request
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with the request, which is the main idea
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You should use the direct organizational plan when you
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are conveying routine information in which the reader is interested
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When sending a routine message, you should not
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telephone with details
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Identify an example of a polite request.
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would you please provide information about your new digital camera
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A suggestion for communicating with someone from another culture is to
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write as your reader expects you to write
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Additional explanation or details about your initial request are necessary to
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let the reader know exactly how the information will be used
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When asking several specific questions in a direct request letter, do not
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use the indirect organizational plan
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To increase the probability that your routine request will be granted,
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explain how the reader will benefit by doing what you ask
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The final paragraph of a routine request should
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do all of these
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Which of the following is the most effective closing statement in a request letter?
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Because the convention budget needs to be finalized, I would appreciate receiving the information about your convention facilities by September 3
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Promptness in responding to a routine request is important because
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of all of these reasons
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What is the most important guideline to follow when preparing a routine reply?
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answer the request promptly
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Which of the following is not appropriate when preparing a routine reply?
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use the indirect organizational plan
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A routine reply is
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an appropriate response when the request will be granted
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If you wait to respond to a routine request that you are granting, you
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reduce the opportunity for complying with the request
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Which of the following is the most effective way to refer to an enclosure?
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Page 3 of the enclosed booklet lists special vacations in Florida
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Which of the following is the most appropriate opening sentence in a routine reply?
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we are happy to provide the information you requested
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Which of the following would be the most appropriate closing statement in a routine reply?
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to receive a complimentary copy of Software Magazine, call 555-2458
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Sales promotion appeals should do all of the following except
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take an appropriate amount of space
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A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter.
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a claim
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When writing a routine claim letter,
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be specific when describing the problem
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Which sentence is the most acceptable for a claim letter?
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the film I left at 9am on March 10 was not ready in one hour, as promised by Fast Film
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What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved?
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adjustment
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You should provide all of the following background information for a claim letter except
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a friend's testimony verifying the problem
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Which of the following is not one of the three sections of a claim letter?
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a clear explanation of your frustrations
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Which is not true about writing claim letters?
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be emotional to inspire action
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You can make your claim letter sound more reasonable by
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say something positive about the company, if it is true
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Which of the following is not true about adjustment letters?
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Showing a grudging tone lets the customer know he or she really didn't get away with anything
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You should use a gracious, trusting tone in a routine adjustment letter
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to avoid losing the customer's goodwill and confidence
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Apologizing in an adjustment letter is appropriate
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when the customer has been severely inconvenienced
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When writing an adjustment letter, what should you do to explain why a problem occurred?
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use impersonal, tactful language if the reader caused the problem
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A routine adjustment letter should be organized in this order:
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(1) good news, (2) apology, if necessary, (3) explanation, (4) courteous closing
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Which of the following statements about resale in an adjustment letter is not true?
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none of these
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The following are true about adjustment letters except
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grant the claim immediately after the explanation
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If you include sales promotion in a routine reply, you should
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make it brief as well as subtle
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Which of the following would be the least appropriate closing for an adjustment letter?
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please stop by our showroom and let one of our professional designers help you chooses a lamp to complement your sofa
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An adjustment letter should not end with
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an apology for the problem that prompted the claim letter
