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1. When you use the direct organizational plan for a neutral message, you present the details before the primary idea.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
LEARNING OBJECTIVES: BCIP.NEWM.13.6.1 - 6.1
NATIONAL STANDARDS: United States - BUSPROG: - Communication
STATE STANDARDS: United States - AK - DISC.6 - Audience
TOPICS: Planning a Neutral or Positive Message
OTHER: Bloom's: Knowledge
2. Because neutral messages address readers inside the organization, they are inappropriate for external readers.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
TOPICS: Types of Neutral and Positive Messages
3. Consider writing a neutral message when you want a permanent record of the content or when you need to reach
many employees at once.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
4. When you believe that the reader will not need persuasion to do what you ask, you can use a neutral message.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
5. A polite request phrased as a question out of courtesy must end with a question mark.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
TOPICS: Organizing a Neutral Message
6. You can begin a request with a direct question, a statement, or a polite explanation.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
7. The reader is less likely to omit a response to one question if you number all your questions in a neutral message.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
8. A request letter does not need to contain background information for the reader.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
9. Discussing reader benefits encourages the reader to comply with your request.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
10. Put yourself in the reader's position to think about what information you should include in a request so the reader
can respond appropriately.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
11. In the closing of a neutral message, write in a friendly, positive tone, and express appreciation for the assistance
you are requesting.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
12. A request typically begins by stating and justifying the requested deadline.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
13. A reply that grants the reader's request should follow the direct organizational pattern.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
14. Research shows that many customers expect a response to a request within 24 hours.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
TOPICS: Responding to a Neutral Message
15. The first paragraph of a positive reply should build goodwill by approaching the topic in an indirect manner.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
16. In a reply, avoid answering a reader's question if the answer is not what the reader wants to know.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
17. When writing a reply, use objective, clear language to answer the reader's implied and stated questions.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
18. When writing a reply, you can build goodwill for your company or product by including extensive sales promotion
details.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
19. Instant messaging is a good choice for simple or complex messages that require quick responses.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
TOPICS: Sending Instant Messages for Neutral Messages
20. Because IMs are personalized, you may want to use them in ways that reflect your own personality rather than the
norms of business communication in your specific organization.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
21. IMs are quick, short, and once sent are gone forever.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
22. Write a friendly, personalized closing to every reply, rather than relying on clichés.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
23. Almost any nickname or cute handle will work as a screen name for using IM at work.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
24. Using IM allows you to avoid the hassle of following grammar and punctuation standards.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
25. When using IM, avoid abbreviations, such as "u" and "r" unless the recipient has used them first.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
26. Whether you use email or IMs, you should avoid opening attachments unless you trust the source.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
27. Customers may expect a response to their online requests within an hour or two.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
28. Some customer requests are so trivial or misguided that it's appropriate to make a terse reply.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
29. Before announcing the "good news" in your response to a request, you need to write a sentence or two to provide
context and acknowledge that you received the request.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
30. To save time on responses, create a form letter that begins "Dear Sir or Madam" that can be used for a variety of
situations.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
31. A simple request should be treated as an opportunity to conduct extensive sales and promotion activities.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
32. When initiating an IM, follow the grammar, punctuation, and capitalization standards within the organization.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
33. An effective response to a customer inquiry includes personalized, thorough information.

a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
34. Goodwill messages may convey congratulations, sympathy, or rejection.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
TOPICS: Composing Goodwill Messages
35. Recognition notes are typically sent to an employee's supervisor, who may decide not to show the employee
mentioned in the note.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
36. Recognition notes should be handwritten, but not sent electronically.

a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
37. Smart companies monitor and respond to all social media posts about the company.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
TOPICS: Addressing Customer Comments Online
38. Companies typically respond to critical online customer feedback, but they ignore highly positive posts because the
customer is already well satisfied.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
39. Companies should respond quickly to any social media post that is degrading or insulting.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
40. An appropriate company response to a social media post that contains factual errors is to provide the facts that
have been misrepresented.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
41. "No Response" (ignoring) is a valid option for companies finding positive comments online.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
42. Aggregators scan the web for comments about a company, and then analyze what they find.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
43. Goodwill messages have no business objectives.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
44. Because it requires no extra effort for the sender or receiver, a phone call is a more thoughtful way to convey a
goodwill message than a written note.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
45. Companies should respond to highly positive online comments with a formal official company response.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
46. The direct approach is recommended for goodwill messages, even those conveying sympathy.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
47. You should send congratulatory notes for major business achievements to suppliers and customers, but not to
coworkers.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
48. Handwritten thank-you notes appear more personalized and sincere than typed thank-you notes.
a. True
b. False
ANSWER: True
POINTS: 1
DIFFICULTY: Easy
49. When writing about an emotional event such as someone's serious illness, use strong, formal language and avoid
referring to the person or event in direct terms.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
50. When writing a sympathy note, do not dwell on your memories of the person who died.
a. True
b. False
ANSWER: False
POINTS: 1
DIFFICULTY: Easy
51. Which of the following messages is not considered neutral?

a. a consumer complaining about a minor product defect
b. a manager notifying employees of a small policy change
c. top management announcing a decision to close a factory
d. a customer applying for a store credit card
e. a government agency responding to a request for a brochure
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
52. The direct organizational plan
a. provides evidence and details before the primary idea.
b. is often used for persuasive and bad-news messages.
c. gets to the point quickly by stating the main idea first.
d. introduces the writer to the reader in the first paragraph.
e. is rarely used for routine messages.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
53. A request is not neutral if you

a. believe that the reader will object to granting your request.
b. anticipate no resistance from the reader responding to your request.
c. think the reader will appreciate the opportunity to comply with your request.
d. are making a simple request without persuasion.
e. put a direct question or polite request in the first sentence or two.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
54. One advantage of the direct organizational plan is that it
a. gives reasons up front to prepare the reader for negative news.
b. positions the major news first.
c. results in shorter messages.
d. presents key topic sentences before subsequent ideas.
e. arranges supporting details in order of priority.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
55. You should use the direct organizational plan when you
a. are not able to grant a customer's request.
b. expect resistance and must persuade someone to do what you ask.
c. must describe situations that are delicate or confidential.
d. are explaining an important decision that will adversely affect the reader.
e. are conveying routine information in which the reader is interested.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
56. You should start a request
a. by asking for an immediate response.
b. with the request, which is the main idea.
c. with a rhetorical question to attract reader attention.
d. by explaining why you need the information you're requesting.
e. with a sentence of appreciation for the reader's cooperation.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
57. Which of the following is an example of a polite request?

a. Would you please provide information about your new digital camera.
b. You need to send me more information about your digital camera product line.
c. When will you mail the requested information about the digital camera?
d. Your digital camera may be what our desktop publishing department needs.
e. Thank you for providing the information by March 15.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
58. How does a polite request differ from a direct question?
a. A polite request ends with a question mark.
b. A polite request ends with a period.
c. A direct question ends with either a period or a question mark.
d. A direct question is the topic sentence of a routine request's closing paragraph.
e. A polite request includes a statement of goodwill.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
59. When asking several specific questions in a direct request message, do not
a. number each question.
b. cover only one topic in each question.
c. arrange the questions in a logical order.
d. use the indirect organizational plan.
e. word questions clearly and objectively.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
60. To increase the probability that your request will be granted,
a. list as many in-depth questions as possible.
b. explain how the reader will benefit by doing what you ask.
c. include flattering statements to retain the interest of your reader.
d. persuade the reader that a timely response is critical.
e. mention the name of a reference before or after making the request.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
61. The final paragraph of a request should not

a. sound friendly and positive.
b. offer to reciprocate.
c. take the reader's cooperation for granted.
d. state and justify when the information or action is needed.
e. show appreciation for the assistance to be provided.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
62. Which of the following is the most effective closing statement for a request message?
a. Thank you in advance for answering all my questions about your training workshops.
b. I would appreciate receiving your price list by November 3 so I can plan for a purchase in my December
budget.
c. Please send me background information about your new product line.
d. I trust that, if you want me to order merchandise from your company, you will respond by June 30.
e. I am in the process of planning a wedding reception and need some assistance.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
63. Which of the following is not appropriate when preparing a reply?

a. Use the indirect organizational plan.
b. Put the "good news" in your first paragraph.
c. Respond to the request promptly.
d. Include answers to both implied and stated questions.
e. Answer questions even if readers do not want that response.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
64. A reply is
a. sent in reply to a routine persuasive sales letter.
b. used when a routine request is being denied.
c. more effective when it follows the indirect organizational plan.
d. less effective when it follows the direct organizational plan.
e. an appropriate response when the request will be granted.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
65. If you wait to respond to a request that you are granting, you
a. may lose the goodwill of the person making the request.
b. save the reader's time.
c. put the reader in a positive frame of mind.
d. show professional courtesy and increase the reader's interest.
e. reduce the opportunity for complying with the request.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
66. Which of the following is the most effective opening sentence for a reply?
a. Your letter dated February 10 has been forwarded to my attention.
b. Thank you for requesting information about the new ClearSpeak phone.
c. Although we normally do not comply with requests such as yours, we are making an exception this time.
d. We are happy to enclose the information you requested about the ClearSpeak phone.
e. You will be pleased to know that we have received your letter today.
ANSWER: d
POINTS: 1
DIFFICULTY: Moderate
67. If you include sales promotion in a reply, you should

a. provide a great deal of detail for persuasive purposes.
b. put it in the first paragraph.
c. make it brief as well as subtle.
d. put it at the end of the friendly closing.
e. convince the reader that the product or service inquired about is superior to all others.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
68. Which of the following statements about neutral or positive messages is incorrect?
a. They may be presented in any communication medium.
b. They may be internal or external.
c. They typically use the direct organizational pattern.
d. They cover routine topics.
e. They are not important to the success of the business.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
69. Which of the following is not a courteous response?

a. We are happy to provide the information you requested.
b. We have reviewed your request and found that a response is justified.
c. Thank you for your request.
d. We are pleased that you would like more information about our service.
e. We hope you feel comfortable contacting us with any further questions.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
70. Which of the following would be the most effective closing statement for a reply?
a. If you have any further questions, please do not hesitate to call me.
b. To receive a complimentary copy of Software Magazine, call 555-2458.
c. Thank you for your interest in our products.
d. I hope this information is of use to you.
e. Please place your order right away to avoid losing out on this special offer.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
71. A customer who is dissatisfied with a product and wants a refund or replacement would be writing
a. a neutral message.
b. a positive message.
c. a routine request.
d. a persuasive message.
e. a viral message.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
72. Which situation calls for a neutral message rather than a persuasive one?
a. The store charged you $46 instead of the advertised price of $55.
b. Your computer monitor malfunctioned two days after you purchased it.
c. The color of the personalized pencils you ordered is darker than in your previous shipment.
d. One week after you purchased a computer, the company put the same model on sale for $150 off the price
you paid.
e. The candy you ordered arrived too late to be given as a Mother's Day present.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
73. A written message is the best choice

a. when you need to have a quick interaction.
b. when you need a record of your conversation.
c. when the matter is simple and your colleague is next door.
d. when the email system isn't working.
e. when the customer has indicated that an IM is appropriate.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
74. A message is neutral if
a. you are posting a comment about a poor service experience.
b. you expect the reader will do as you ask without having to be persuaded.
c. you are asking a company to accept a product return that is two weeks past the stated date in the return
policy.
d. you expect some resistance to your request.
e. you hope to convince the reader to accommodate your unique requirements.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
75. Which of the following is not good advice for making a request?
a. Use a direct question, polite request, or statement.
b. Provide choice by asking more questions than absolutely necessary.
c. Show how others benefit from your receiving the requested information.
d. Explain why you're making the request.
e. Close on a friendly note.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
76. Which of the following is not a good reason to use IM at work?
a. You need to convey information quickly.
b. You need to send confidential business information.
c. You have a simple question.
d. You need a fast response from someone.
e. You know that your supervisor appreciates a quick update using IM.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
77. What type of message would you write to say that a customer's request for a refund has been approved?
a. negative
b. sales
c. positive
d. persuasive
e. goodwill
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
78. "R U redy to go nw?" would be an appropriate workplace IM only if
a. you were in a real hurry.
b. you were willing to follow up the message with an explanatory email.
c. you know that no computer viruses will be shared.
d. the recipient has used the abbreviations first.
e. the recipient is under 30 years old.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
79. A response to a neutral message should be organized in this order:

a. (1) apology, (2) good news, (3) explanation, (4) courteous closing.
b. (1) explanation, (2) questions answered, (3) good news, (4) courteous closing.
c. (1) explanation, (2) good news, (3) clichéd closing.
d. (1) good news, (2) questions answered, (3) subtle company promotion, if appropriate, (4) courteous closing.
e. (1) good news, (2) questions answered, (3) explanation, (4) good news reiterated in the closing.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
80. Research shows that customers expect a response within
a. 24 hours.
b. ten minutes.
c. only when the situation is urgent.
d. five days.
e. one hour.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
81. Which of the following is an appropriate response to a request for information?

a. Because your satisfaction is important to us, we will send you the information you expect.
b. Our service technician carefully examined the list of questions you submitted.
c. Reading the owner's manual or checking our easy-to-use website will provide the answers you seek.
d. We are pleased to provide the information you requested.
e. We have decided to provide the information you seek, due to your long association with our organization.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
82. Recognition notes
a. point the blame at a particular individual in your company.
b. will make others feel jealous.
c. specify what the person did and how it benefited the organization.
d. are worthwhile additions to the sender's career portfolio.
e. should always be handwritten for the greatest impact.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
83. Which of the following would not be an appropriate reason to send a thank-you note?
a. A friend sends you a gift.
b. You complete a job interview.
c. A former supervisor writes you a recommendation letter.
d. You receive an A grade on an exam.
e. You receive a scholarship.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
84. Which of the following statements about online customer communication is not correct?
a. It includes public comments on review sites, blogs, and social networks.
b. It allows companies to win customers online.
c. It carries higher stakes than most paper communication.
d. It allows companies to respond to, but not anticipate, customer concerns.
e. It may allow companies to build a positive reputation online.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
85. Which of the following should you not do in a goodwill message?

a. Write out of a sense of kindness or friendship.
b. Write promptly so the event is still fresh in the reader's mind.
c. Use a direct organizational plan.
d. Mention a business objective.
e. State your main idea early in the message.
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
86. Which of the following is a goodwill message?
a. a note of congratulations
b. a direct request for product information
c. a persuasive request for an adjustment when the customer is at fault
d. a complaint message that includes positive comments about the company
e. a sales promotion letter
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
87. When writing a goodwill message, you should

a. type the note so that it is easier to read.
b. discuss resale in the closing.
c. use a sincere tone.
d. use the indirect organizational approach.
e. use a form letter for efficiency.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
88. A goodwill message is especially effective when it
a. discusses the reader's situation in detail.
b. mentions a specific incident or anecdote.
c. uses strong, flowery language.
d. focuses on the writer's thoughts and feelings.
e. omits a subject line on the email form.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
89. The reader will appreciate a thank-you note even more when it
a. is typed rather than handwritten.
b. arrives unexpectedly.
c. contains subtle resale.
d. mentions a business objective.
e. is handwritten.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
90. A sympathy note to a colleague whose spouse has just died should
a. mention specific memories or a specific quality of the deceased.
b. come to the point in the middle or final paragraph.
c. emphasize the reader's emotional state.
d. avoid discussing the deceased in any way.
e. use emotional language to show concern.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
91. ____ scan the web for comments about the company.
a. Search Engines
b. Scanners
c. Interns
d. Aggregators
e. Dementors
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
92. When responding to customer comments online, a company should
a. reply with witty sarcasm to belittling comments or posts.
b. reply with factual information to unhappy customers.
c. not reply to neutral posts or comments.
d. reply to every positive customer statement.
e. reply with emotional language to show concern.
ANSWER: c
POINTS: 1
93. What is an appropriate company response to a degrading post that leaves the writer with little or no credibility?
a. Reply with factual information.
b. Reply to fix the problem and restore the relationship.
c. Reach out to engage with the writer.
d. No response.
e. No response, but monitor for activity.
ANSWER: e
POINTS: 1
DIFFICULTY: Easy
94. Which of the following is not an appropriate way to create an authentic informal response to positive online
feedback?
a. Re-post the feedback to the company intranet.
b. Mention the writer's name and thank him or her by name.
c. Provide a photo and your own name.
d. Offer solutions or other ways to keep in touch.
e. Address specific comments from the post.
ANSWER: a
POINTS: 1
DIFFICULTY: Easy
95. Sites such as ____ may allow companies to anticipate customer needs online.
a. Craigslist
b. Hotmail
c. Twitter
d. Amazon
e. Wynn
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
96. When sending an instant message, you should
a. mention the current time and date.
b. get to the point quickly.
c. emphasize any common goals.
d. use many emoticons.
e. avoid asking "Is this a good time?"
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
97. Which of the following is not good advice for writing effective goodwill messages?
a. Be direct: state the main idea in the first sentence or two.
b. Be enthusiastic: use strong words to demonstrate your sincerity.
c. Be prompt: send a goodwill message while the reason is still fresh in the reader's mind.
d. Be specific: mention a specific incident or anecdote.
e. Be brief: use a short note for most circumstances.
ANSWER: b
POINTS: 1
DIFFICULTY: Easy
98. A goodwill message
a. should always mention the underlying business purpose.
b. has the same emphasis in all cultures.
c. may be more meaningful as a written note than as a phone call.
d. conveys sympathy, rejection, or appreciation.
e. uses emotional language to show concern.
ANSWER: c
POINTS: 1
DIFFICULTY: Easy
99. To which of the following type of social media posts would a "no response" reaction be most appropriate?
a. Misguided
b. Unhappy
c. Physically threatening
d. Neutral
e. Highly positive
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
100. ____ is often overused in organizations.
a. Text messaging
b. The telephone
c. Face to face conversation
d. Email
e. Instant messaging
ANSWER: d
POINTS: 1
DIFFICULTY: Easy
101. A message is neutral if

a. you anticipate that the reader will do as you ask without having to be persuaded.
b. the reader will comply if you mention the benefits to him or her that will follow a positive response.
c. you can ask politely and have a 50-50 chance of success.
d. you are requesting a small discount off a full-price item.
e. you expect that the reader will not question your credibility.
ANSWER: a
POINTS: 1
102. What is the difference between a neutral or positive message and a persuasive or bad-news message? Provide an
example of each type of message.
ANSWER: A neutral or positive message is used when you believe that the reader will do as
you ask without having to be persuaded. Asking for information about a company's
product is typically a routine request; sending a note of congratulations is a positive
message.
A persuasive or bad-news message occurs in a more difficult context. It may be a
request in which you must convince the reader to comply with your request. Asking a
company to donate some merchandise as prizes for a college competition is an
example of a persuasive request. A letter denying a promotion is a bad-news
message.
POINTS: 1
DIFFICULTY: Easy
103. Describe at least four guidelines to remember when asking questions in a request.
ANSWER: Students need to list at least four of the following seven guidelines:
Ask as few questions as possible and never ask for information that you can obtain on
a.
your own.
b. Number the questions if you have several of them.
Ask yes-or-no questions or short-answer questions when possible; however, use open-
c.
ended questions when you need more information.
d. Arrange your questions in a logical order.
e. Word each question clearly and objectively.
f. Limit the content to one topic per question.
g. Assure the reader that his or her answers will be treated confidentially, if necessary.
POINTS: 1
DIFFICULTY: Easy
104. List and briefly describe the three major sections of a request letter.
ANSWER: a. Major idea first. Clearly state the overall request or idea.
Explanation and details. Provide necessary information so the reader knows
b.
why the information or action is needed.
Friendly closing. Express appreciation for the assistance, and state and justify
c.
any deadlines.
POINTS: 1
DIFFICULTY: Easy
105. Why is promptness one of the most important considerations when writing a reply?
ANSWER: If the information arrives after the customer needs to make a decision, the time you
took to respond will have been wasted. Furthermore, delay in responding will send a
nonverbal message that the reader's request is not important to you or that you do not
want to comply with the request.
POINTS: 1
DIFFICULTY: Easy
106. Why do people send goodwill messages?

ANSWER: Goodwill messages convey congratulations, appreciation, or sympathy. They have no
business objective, but instead are sent out of a sense of kindness and to maintain or
build relationships.
POINTS: 1
DIFFICULTY: Easy
107. Describe the guidelines to follow in handling a reply.
Answer promptly to be sure the information arrives before the purchase decision
1.
ANSWER: is made.
2. Respond courteously.
3. Use a direct organizational plan: Grant the request early in the message.
4. Answer all questions asked or implied.
5. If appropriate, use a subtle sales promotion.
POINTS: 1
DIFFICULTY: Easy
108. What are the risks and potential benefits of online customer communication?
ANSWER: The stakes are high whenever customer comments and company responses may
be viewed by hundreds, thousands, and maybe millions of people online. Companies
can strengthen relationships with customers, win new customers and build a positive
reputation online. However, slow or poorly written responses can lose customers and
damage a company's image in a very public way.
POINTS: 1
DIFFICULTY: Easy
109. What should smart companies do about the constant stream of social media posts?
ANSWER: Successful businesses are learning to monitor what goes on online, and to judge how
their online reputation is built or damaged. Large companies may hire aggregators to
scan the web for relevant comments and analyze online comments. Staff members at
smaller companies may use tools such as Google Alerts to search the web for
conversations about their company. After a company has identified and classified
relevant comments, managers can decide how to respond.
POINTS: 1
DIFFICULTY: Easy
110. Discuss appropriate responses for common types of social media posts.
ANSWER: In general, companies will want to consider the influence of the site and poster.
Positive or neutral comments may be often safely ignored, but companies may want to
1.
engage with highly positive posters.
Degrading posts need to be monitored for future activity, while factually incorrect posts
2.
prompt a correction of the errors.
If a guest describes an unhappy experience, a wise company will attempt to fix the
3.
problem and restore the relationship.
POINTS: 1
DIFFICULTY: Easy
111. When is it appropriate to use instant messaging in the workplace?

ANSWER: Instant messaging is a good choice for simple, neutral messages that require a quick
response. If you need to convey information in a hurry, or need a fast response from
someone, sending an IM may be effective. Be sure to follow the cultural norms within
your organization: consider how your peers and supervisors use IM.
POINTS: 1
DIFFICULTY: Easy
112. How important is it to avoid abbreviations and use correct punctuation and capitalization when using IM?
ANSWER: If in doubt, use good writing principles and no shortcuts. In general, however, you
should follow the cultural norms in your organization, with special attention to the
ways your manager uses the medium. Avoid using abbreviations unless the recipient
has used them first. Your messages should be reasonably error-free. Also, use
emoticons sparingly, and avoid elaborate fonts and colors.
POINTS: 1
DIFFICULTY: Easy
113. How should you choose your IM screen name?
ANSWER: Your screen name needs to be professional and ideally similar to your name so people
can recognize it easily. Avoid immature nicknames or cute phrases. If your company
has its own enterprise IM system, you will be assigned a screen name.
POINTS: 1
DIFFICULTY: Easy
114. What are some of the drawbacks or dangers of using IM at work?

ANSWER: You should avoid using IM for personal or confidential business information. Instant
messages, like email, can be automatically saved on a computer or server. Viruses
and security risks may be an issue; avoid opening attachments unless you trust the
source. Also, as with any communication or entertainment technology, avoid overuse,
which hurt your productivity and damage your credibility.
POINTS: 1
115. What are customer expectations with regard to how quickly you respond to customer requests for information and
neutral customer feedback?
ANSWER: You'll want prospective customers to receive your information before they make a
purchase decision. Research shows that customers expect a response within 24
hours, and satisfaction levels drop sharply if responses take longer. Quicker responses
are best. For requests posted online, for example on Twitter, customers may expect a
response within an hour or two.
POINTS: 1
DIFFICULTY: Easy
116. What are the types of goodwill messages?
ANSWER: The primary types of goodwill messages discussed in the textbook are recognition
notes, congratulatory messages, thank-you notes, and sympathy notes.
POINTS: 1
DIFFICULTY: Easy
117. What are the five general guidelines for writing goodwill messages?
ANSWER: a. Be prompt. The message must be sent soon after the situation occurs.
b. Be direct. The major idea should be stated in the first few sentences.
c. Be sincere. The language should be conversational but not flowery.
Be specific. The specific incident should be stated to avoid sounding like a form
d.
letter.
Be brief. A short personal card is usually more appropriate than a full-length
e.
letter.
POINTS: 1
DIFFICULTY: Easy
118. What are some examples of neutral and positive messages?

ANSWER: Neutral or positive messages might include the following: a business owner asks for
information from suppliers, a manager at a large corporation sends an email about a
minor policy change, a customer calls a store for product information, a manager
compliments an employee, or a customer writes positive comments about a company
online. Answers may vary, but recognize that these communications might be internal
or external and may be presented in any communication medium.
POINTS: 1
DIFFICULTY: Easy
119. What are some common mistakes people make when writing requests?
ANSWER: Answers may vary, but might include:
1. Lacking a clear specific subject line.
2. Using a generic, informal salutation.
3. Beginning with vague information and no clear purpose for writing.
4. Providing too much irrelevant information.
5. Delaying the request until the end.
6. Lacking a professional closing.
POINTS: 1
DIFFICULTY: Easy
120. What are typical elements of an appropriate sympathy note after someone has passed away?
ANSWER: Short, handwritten notes are the most appropriate. They should not avoid mentioning
the death, but neither should they dwell on it. Begin with an expression of sympathy,
mention some specific quality or personal reminiscence about the deceased, and then
close with an expression of comfort and affection. A genuine offer to help is often
appreciated.
POINTS: 1
DIFFICULTY: Easy
121. When are congratulatory notes appropriate?

ANSWER: Congratulatory notes mark major business achievements or personal milestones. They
may be written both to employees within the company and to customers, suppliers,
and others outside your company. They might be sent when someone receives a
promotion, wins new business, receives an award, announces a retirement, or
celebrates an anniversary with the company. Personal milestones include
engagements, weddings, births, graduations, and other occasions.
POINTS: 1
DIFFICULTY: Easy
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33. An effective response to a customer inquiry includes personalized, thorough information.

36. Recognition notes should be handwritten, but not sent electronically.

51. Which of the following messages is not considered neutral?

53. A request is not neutral if you

57. Which of the following is an example of a polite request?

61. The final paragraph of a request should not

63. Which of the following is not appropriate when preparing a reply?

67. If you include sales promotion in a reply, you should

69. Which of the following is not a courteous response?

73. A written message is the best choice

79. A response to a neutral message should be organized in this order:

81. Which of the following is an appropriate response to a request for information?

85. Which of the following should you not do in a goodwill message?

87. When writing a goodwill message, you should

101. A message is neutral if

106. Why do people send goodwill messages?

111. When is it appropriate to use instant messaging in the workplace?

114. What are some of the drawbacks or dangers of using IM at work?

118. What are some examples of neutral and positive messages?

121. When are congratulatory notes appropriate?

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