COMS Chapter 8

1) When making a routine request, you should begin with
A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
E) a humorous comment.

C) a clear statement of the main idea or request.

2) In the closing section of a routine request, ________ would be out of place.
A) asking a series of questions
B) requesting some specific action
C) expressing your goodwill and appreciation
D) providing your contact information
E) including relevant deadlines

A) asking a series of questions

3) When making a routine request, you should
A) use the inductive plan.
B) assume that the audience is willing to comply.
C) demand immediate action.
D) explain the consequences of failing to comply.
E) assume that the audience will not be willing to comply.

B) assume that the audience is willing to comply.

4) Which of the following would be the best opening for a routine request?
A) Please send me a summary of the eastern region’s sales data for April.
B) As soon as you get this, send me last month’s sales data.
C) I know you may not want to, but send me last month’s sales data.
D) I am very sorry to ask you to do this.
E) Hopefully, this will not be too much trouble for you.

A) Please send me a summary of the eastern region’s sales data for April.

5) In the body of a routine request, you should
A) beg the reader to grant your request.
B) explain and justify your request.
C) give your sales pitch.
D) explain what will happen if the audience does not do what you are asking.
E) state your main idea.

B) explain and justify your request.

18) Much of the most critical communication between a company and its customers is about
A) production issues.
B) quality issues.
C) unique problems that may arise.
D) routine matters.
E) personnel issues.

D) routine matters.

6) When asking questions in a request message,
A) begin with the least important question and work your way up to the most important.
B) avoid any open-ended questions.
C) begin with the most important question.
D) weave your questions into the rest of the content of your message.
E) combine all related issues into one question.

C) begin with the most important question.

7) When closing a direct request, you should be sure to
A) include an apology for taking up the reader’s time.
B) include a mention of your own qualifications or status.
C) include the time limits involved in your request.
D) include an indication of the consequences of a failure to reply.
E) downplay the significance of what you are asking.

C) include the time limits involved in your request.

8) A typical routine request contains
A) an opening, a close, and an appendix.
B) a body, a close, and bullet points.
C) an opening, a body, and a close.
D) an introduction, reasons for granting the request, and an apology.
E) an opening, an introduction, and a body.

C) an opening, a body, and a close.

9) In the direct approach to writing a routine request, state the main idea
A) when you’re closing the message.
B) in the middle of the second paragraph.
C) when you open the message.
D) at the bottom of the first paragraph.
E) only by implication; do not specifically state why you are writing.
Answer: C

C) when you open the message.

10) When you’re composing a routine request, ________ will help you state your request
effectively.
A) being general and noncommittal
B) paying attention to tone
C) closing the message with your main idea
D) using a buffer sentence to delay stating your request
E) not assuming the audience will comply

B) paying attention to tone

11) In a simple request for information or action, ________ will get the job done.
A) using a direct approach
B) using a dramatic approach
C) using an indirect approach
D) using a tangential approach
E) using a persuasive approach

A) using a direct approach

12) Writing "thank you in advance" at the close of a routine request
A) is courteous and effective.
B) will guarantee a positive response.
C) is best to avoid, since many people find it presumptuous.
D) is most effective when you end the statement with an exclamation point.
E) is expected when your audience is unfamiliar.

C) is best to avoid, since many people find it presumptuous.

13) Choosing between the direct and indirect approaches in a routine request depends primarily
on
A) whether the audience is internal or external.
B) whether the audience is large or small.
C) how reluctant the audience will be to comply.
D) how soon you need the request fulfilled.
E) when you send the request.

C) how reluctant the audience will be to comply.

14) When you’re writing routine replies and positive messages, use the direct approach because
A) it will help skeptical readers understand your argument.
B) your readers will be indifferent to the content of your message.
C) recipients will generally be interested in what you have to say.
D) inquisitive readers will enjoy exploring the rhetorical context of your message.
E) presenting your reasoning before your bottom line will grab each reader’s attention.

C) recipients will generally be interested in what you have to say.

15) When making an unusual or complex request, it is best to
A) ask all at once, even if it makes results in one long and complicated question.
B) use passive voice to state the request.
C) break it down into specific, individual questions.
D) use a particularly demanding tone.
E) warn the audience that they might struggle to understand it.

C) break it down into specific, individual questions.

16) Including a deadline in the close of a request
A) is rude and unprofessional.
B) is acceptable for internal audiences, but never external audiences.
C) will offend your audience, unless they are your subordinates.
D) is effective only when you explain the consequences of failing to meet it.
E) helps the audience understand exactly what you want.

E) helps the audience understand exactly what you want.

17) When asking for information and action, explaining why you’re making the request
A) is unnecessary since the audience is likely to comply.
B) is part of an effective strategy for getting what you want.
C) suggests that you think the audience is unintelligent.
D) causes your request to be wordy and hard to understand.
E) generally reduces the likelihood of receiving a positive response.

B) is part of an effective strategy for getting what you want.

27) Because requests for recommendations and references are ________, they can be organized
using a direct approach.
A) simple
B) personal
C) confidential
D) risky
E) routine

E) routine

28) When writing for a claim or adjustment, the opening should state the problem as well as
A) who is at fault.
B) competitive options.
C) how the issue has affected the business relationship.
D) model and serial number.
E) your request.

E) your request.

29) When you’re writing a routine request for information or action in a complex situation,
A) provide vague reasons to support your request.
B) limit the justification for your request.
C) point out the benefits of complying with your request.
D) dwell on the negative consequences of choosing not to comply.
E) identify who will be affected by a lack of action on the reader’s part.

C) point out the benefits of complying with your request.

30) In requesting a sales report from a coworker, you should
A) use the indirect approach.
B) get straight to the point.
C) maintain a formal style and tone.
D) incorporate circular reasoning to justify your request.
E) copy the manager on the request.

B) get straight to the point.

31) Most simple requests can be handled by explaining
A) what you want to know or want the reader to do.
B) who is making the request.
C) why the request is critical.
D) who the reader should seek help from to fulfill the request.
E) the potential outcome if the request is denied.

A) what you want to know or want the reader to do.

32) A claim is ________; an adjustment is ________.
A) a goodwill message; a means to an end
B) an emotional reaction; a calculated response
C) a formal complaint; a settlement of a claim
D) an informal complaint; an emotional reaction
E) an assertion; a shift in point of view

C) a formal complaint; a settlement of a claim

33) Before volunteering someone’s name as a reference, always
A) assume you have permission to do so.
B) ask that person’s permission.
C) describe your relationship with that person.
D) list that person’s address and phone number for ease of contact.
E) explain that you’re not really sure what they will say about you.

B) ask that person’s permission.

34) If you request a recommendation from a person you haven’t had contact with recently, you
should
A) use the opening of your letter to refresh the person’s memory.
B) enclose a stamped, preaddressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
E) tell them what specific qualities you would like mentioned.

A) use the opening of your letter to refresh the person’s memory.

35) The opening of a request for a recommendation should include
A) a buffer statement to distract the reader.
B) a statement implying that you’re applying for a position.
C) a statement on why the recommendation is needed.
D) an apology for bothering the reader.
E) a request for the writer to overstate your qualifications.

C) a statement on why the recommendation is needed.

36) In closing a request for a recommendation, you should include
A) an expression of appreciation.
B) a reminder as to why you need a recommendation.
C) key points you want the writer to include in the recommendation.
D) type of job being applied for.
E) skills needed for the job being applied for.
Answer: A

A) an expression of appreciation.

37) When making claims or requesting adjustments, you should begin by
A) complimenting the company for past service.
B) providing a detailed description of the faulty merchandise.
C) providing a straightforward explanation of what the problem is.
D) threatening legal action if you do not receive a favorable adjustment.
E) saying how disappointed you are in the company.

C) providing a straightforward explanation of what the problem is.

38) When making a claim or requesting an adjustment, your close should
A) clearly state how angry and disappointed you are.
B) explain the specific details of the problem.
C) request the specific action required to resolve the problem.
D) explain that you are planning to seek legal counsel.
E) suggest that you will probably take your business elsewhere.

C) request the specific action required to resolve the problem.

39) Unlike a claim, a request for adjustment
A) is a formal complaint.
B) should be phrased in a more aggressive tone.
C) does not require supporting documentation.
D) seeks a specific settlement.
E) should always open with a buffer.

D) seeks a specific settlement.

40) When you request an adjustment, asking the company to assess your claim and then propose
a fair solution to the problem is
A) a waste of time.
B) effective with small companies only.
C) always more effective than proposing a solution of your own.
D) helpful when you are uncertain about the exact nature of the problem.
E) feasible only if you have hired legal counsel.

D) helpful when you are uncertain about the exact nature of the problem.

41) Requesting references before extending credit
A) was once common, but not anymore.
B) happens only when the applicant has a very poor credit rating.
C) is illegal in the U.S.
D) is a diplomatic way of denying applications.
E) is a common practice.

E) is a common practice.

46) When you’re providing details in the body of routine or positive message,
A) include a checklist of questions for the reader to consider.
B) identify potential flaws in service.
C) be complementary.
D) maintain the supportive tone that you established in the introduction.
E) explain the consequences of not achieving your goal in writing.

D) maintain the supportive tone that you established in the introduction.

47) Routine, positive messages should do all of the following except
A) leave your reader with a good impression.
B) use an indirect approach.
C) provide all required details.
D) communicate the information or positive news.
E) use a professional, respectful tone.

B) use an indirect approach.

48) When you’re writing a routine reply to a positive message, your readers will generally be
________ what you have to say, so you can use the ________ in your reply.
A) interested in; direct approach
B) resistant to; indirect approach
C) disinterested in; direct approach
D) in tune with; indirect approach

A) interested in; direct approach

49) In a positive message, present the main idea
A) in the first sentence of the middle paragraph.
B) at the end of the middle paragraph.
C) right at the beginning of the letter.
D) in the last sentence of the letter.
E) by implication only.

C) right at the beginning of the letter.

50) In a positive message, you should explain your point completely in
A) the introduction.
B) the body.
C) the close.
D) all three, since repetition is the key to getting the message across.
E) none of the above, allowing the reader to figure it out on his or her own.

B) the body.

51) If you have mildly disappointing information to deliver as part of a positive message, you
should
A) put the negative information in a favorable context.
B) simply omit it from the message.
C) put the negative information first.
D) put the negative information last.
E) use humor to suggest the outcome is not too bad.

A) put the negative information in a favorable context.

52) If you have strongly negative information to deliver as part of a positive message, you should
A) open with the negative information.
B) use the indirect approach.
C) put the negative information in a separate message.
D) apologize for having to spoil the moment.
E) put it at the beginning of the message.

B) use the indirect approach.

53) In corresponding with customers, making statements such as, "Thank you for purchasing the
most durable notebook computer you can buy" is
A) to be avoided in routine positive messages.
B) a good way to build customer relationships.
C) an important part of all negative responses to claim letters.
D) insulting and self-serving, unless you include a check or a free product.
E) most effective in an indirect message.

B) a good way to build customer relationships.

54) The close of a routine reply or positive message should
A) clearly state who will do what next.
B) explain the reasons for any negative information you have included.
C) offer an explanation for why this decision was made.
D) create some ambiguity, so the audience will be more likely to contact you.
E) offer a resale opportunity.

A) clearly state who will do what next.

55) The closing section of a positive message
A) highlights a benefit to the audience or expresses goodwill.
B) states the main idea.
C) is the longest part.
D) provides resale information.
E) should usually include humor or a personal comment.

A) highlights a benefit to the audience or expresses goodwill.

56) When you’re writing to acknowledge a customer’s order, include a ________ to assure the
customer that he/she has made good purchase.
A) resale comment
B) discount coupon
C) price list for other products
D) self-addressed stamped envelope
E) copy of a press release

A) resale comment

57) When you’re writing a routine reply to a positive message, your readers will generally be
________ what you have to say; therefore, you can use the ________ with a routine reply or
positive message.
A) interested in; direct approach
B) resistant to; indirect approach
C) skeptical of; direct approach
D) in tune with; indirect approach
E) oblivious to; direct approach

A) interested in; direct approach

58) Most routine informative messages have a ________ tone.
A) positive
B) relational
C) neutral
D) dogmatic
E) negative

C) neutral

59) The opening of a routine or positive message should be
A) brief and enigmatic.
B) terse and demanding.
C) wordy and indirect.
D) clear and concise.
E) direct and informal.

D) clear and concise.

60) When responding positively to a request, the goal is to
A) increase future sales.
B) leave the reader with a good impression of you and your firm.
C) imply good news without clearly stating it.
D) answer the most important questions.
E) provide details that will help the reader make a decision.

B) leave the reader with a good impression of you and your firm.

65) The categories of routine replies and positive messages include all of the following except
A) answering requests for information and action.
B) granting claims and adjustments.
C) refusing applicants’ résumés.
D) sending goodwill messages.
E) providing recommendations.

C) refusing applicants’ résumés.

66) Which of the following will not help you write routine messages that promote goodwill?
A) providing information your readers may find helpful
B) focusing on your audience
C) including a sales pitch with every routine message
D) maintaining a positive tone
E) offering suggestions for areas of improvement

C) including a sales pitch with every routine message

67) When you’re writing a message of appreciation,
A) keep it detailed and heartfelt.
B) avoid drawing attention to specific circumstances.
C) mention the names of those whom you want to acknowledge.
D) send it electronically whenever possible.
E) identify any negative results and suggestions for correcting them.

C) mention the names of those whom you want to acknowledge.

68) As a rule, social media releases do not include
A) social networking links.
B) long narrative paragraphs.
C) Twitter-ready statements.
D) share-ready content.
E) direct-to-consumer news.

B) long narrative paragraphs.

69) Direct-to-consumer news releases are
A) specialized documents used to share relevant information with the news media.
B) compliance documents written for governmental regulatory agencies.
C) financial statements intended for the use of top corporate managers.
D) general purpose tools for communicating directly with customers and other audiences.
E) Twitter-ready statements.

D) general purpose tools for communicating directly with customers and other audiences.

70) When you’re responding to a complaint from a customer,
A) deflect the blame up the supply chain.
B) maintain a professional demeanor.
C) counter the complaint with logical arguments.
D) imply that the customer is at fault.
E) promise the issue will not happen again.

B) maintain a professional demeanor.

71) When answering requests and a potential sale is involved, one important goal is to
A) leave your audience with a good impression of you and your firm.
B) provide negative information about any possible competitors.
C) use hard sell techniques to pressure the reader into making the purchase.
D) answer only those questions that present your product or firm in a positive light.
E) encourage an immediate sale by offering an incentive for an immediate purchase.

A) leave your audience with a good impression of you and your firm.

72) In most companies, news releases are
A) written by interns or marketing trainees.
B) tools for communicating directly with consumers.
C) considered social media releases that can be shared on microblogs.
D) prepared or supervised by specially trained writers in the public relations department.
E) written differently than a social media release.

D) prepared or supervised by specially trained writers in the public relations department.

73) When responding to a customer’s request for an adjustment, it is usually sensible to assume
that
A) if you handle the situation well, the customer will be even more loyal than before.
B) the customer’s account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
E) the customer will no longer do business with you, even if you grant the request.

A) if you handle the situation well, the customer will be even more loyal than before.

74) When responding to a customer’s complaint about one of your company’s services, you
should
A) soften the situation with excuses such as "Nobody’s perfect" or "Mistakes will happen."
B) use a generous, grudging tone.
C) use a standard form letter, with blanks left for filling in unique information in neat
handwriting.
D) avoid blaming anyone in your organization by name.
E) always find a way to blame the customer for the problem.

D) avoid blaming anyone in your organization by name.

75) If you’re responding to a claim and your company is at fault, it is best to
A) avoid sympathizing with the customer, since it can lead to lawsuits.
B) do all you can to discourage further correspondence.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
E) wait at least two weeks before you respond.

C) take (or assign) personal responsibility for setting matters straight.

76) If you plan to grant a claim made by a customer who is clearly at fault,
A) pinpoint the customer’s shortcomings to discourage future mistakes.
B) discourage future mistakes without insulting the customer.
C) scold the customer to discourage future mistakes.
D) post the situation on social media to discourage future mistakes.
E) tell the customer he or she is lucky you are granting the claim.

B) discourage future mistakes without insulting the customer.

77) 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) refuse the claim but forward the paperwork to the third party.
C) avoid placing blame and focus on the solution.
D) advise the customer never to do business with that third party again.
E) refuse the claim but assure the customer that you will never do business with the third party
again.

C) avoid placing blame and focus on the solution.

78) If you decide to write a letter of recommendation about a job candidate, your goal should be
to
A) remain neutral about the candidate’s suitability for the job.
B) boost the job candidate’s sense of self-worth and well-being.
C) explain why you’re qualified to access the candidate.
D) convince readers the candidate has the characteristics necessary for the job.
E) include at least one negative comment to show objectivity.

D) convince readers the candidate has the characteristics necessary for the job.

79) If you have serious concerns about the qualifications of a job candidate who has asked you
for a written recommendation, you should
A) avoid mentioning them in the letter of reference.
B) include allegations of misconduct in reference letter.
C) elect not to write the recommendation.
D) express your concerns via social media.
E) tell the candidate you do not feel they are qualified.

C) elect not to write the recommendation.

80) Send a ________ to take note of a significant event in someone’s business or personal life.
A) message of appreciation
B) message of congratulations
C) message of acknowledgement
D) message of recognizance
E) message of interest

B) message of congratulations

81) Excluding important negative information about a candidate in a recommendation letter
A) is expected—otherwise no one would be able to get a good job.
B) has led some employers to sue after hiring the candidate and discovering problems.
C) is the only way to prevent the candidate from suing you.
D) is okay, as long as you explain to the candidate that you are doing it.
E) is okay—as long as you add a release from liability clause to the letter.

B) has led some employers to sue after hiring the candidate and discovering problems.

82) If you are sending an informative memo to employees about policy statements or procedural
changes, you should
A) assume that employees will have a positive response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) assume that employees will have a negative response.
E) incorporate a congratulatory tone.

C) use the body of the message to provide all the necessary details.

83) When offering compliments in a goodwill message, you should
A) feel free to exaggerate.
B) keep them broad and general.
C) back them up with specific points.
D) temper them with comments on areas for improvement.
E) offset them with negative comments about other employees.

C) back them up with specific points.

84) Condolence messages should
A) focus on your own sense of loss.
B) avoid referring to the deceased.
C) be short, simple, and sincere.
D) always be sent via electronic media.
E) focus on your relationship with the deceased.

C) be short, simple, and sincere.

85) If you are sending an informative memo to employees about policy statements or procedural
changes, you should
A) assume that employees will have a negative response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) make the subject line as ambiguous as possible, so that they will be more likely to read the
memo.
E) assume that employees will have a positive response.

C) use the body of the message to provide all the necessary details.

86) A ________ is a specialized document used to share relevant information with the news
media.
A) treatise
B) press release
C) developmental brief
D) direct-to-consumer release
E) tweet

B) press release

87) A social media release includes ________ that’s suitable for use in blog posts, tweets, and
other social media formats.
A) share-ready content
B) newsroom chatter
C) virtual verbiage
D) unfiltered data
E) general purpose news

A) share-ready content

88) Many companies use social media to publish ________, in which they communicate directly
with customers and other audiences, rather than going through news media outlets.
A) cyber statements
B) virtual press publications
C) microcosmic news stories
D) direct-to-consumer news releases
E) goodwill documents

D) direct-to-consumer news releases

89) Friendly notes with no direct business purpose, such as those conveying congratulations or
thanks, are called ________ messages.
A) salutary
B) recognition
C) goodwill
D) congratulatory
E) simple

C) goodwill

90) Messages of ________ recognize the contributions of employees or business associates.
A) salutation
B) recognizance
C) performance
D) appreciation
E) condolence

D) appreciation

91) ________ are brief personal messages written to comfort someone after the death of a loved
one.
A) Life-coaching letters
B) Remembrance letters
C) Condolence letters
D) Counseling letters
E) Goodwill messages

C) Condolence letters

92) In today’s electronic media environment, handwritten thank-you notes
A) are not likely to be read.
B) give the impression that the writer is unprofessional.
C) are often particularly appreciated by the recipient.
D) require too much time to prepare and deliver.
E) are viewed as obsolete, except in personal contexts.

C) are often particularly appreciated by the recipient.

93) In recommendation letters, comparing the candidate’s potential to that of his or her peers
A) should be avoided, since it opens the door to legal action.
B) is unprofessional because it distracts attention from the candidate you are recommending.
C) helps the recipient evaluate the candidate more effectively.
D) is a good idea, even if you have only a "gut feeling" about how the candidate stacks up.
E) almost always reduces the candidate’s chances of landing the job.

C) helps the recipient evaluate the candidate more effectively.