Business Communication Today 11th Edition by Bovee Test Bank

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Business Communication Today 11th Edition by Bovee Test Bank

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Business Communication Today, 11e (Bovee/Thill)
Chapter 8 Writing Routine and Positive Messages

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.
Answer: C
Explanation: C) A routine request opens by explaining what you are requesting, followed by justification for your request, then a brief closing.
Diff: 2 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

2) 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.
Answer: B
Explanation: B) What makes a routine request routine is that the matter is fairly simple and straight-forward and you anticipate no resistance from your audience. If you conclude that your audience is resistant, you need to recognize that your request is not routine and you will need to take special measures in order to secure compliance.
Diff: 2 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

3) Which of the following would be the best opening for a routine request?
A) Please send me a summary of last months east region sales data.
B) As soon as you get this, send me last months sales data.
C) I know you may not want to, but send me last months sales data.
D) I am very sorry to ask you to do this.
Answer: A
Explanation: A) The first response is best because it is simple, direct, and specific. Note that the tone is polite and includes the word Please, making sure that the request does not come out sounding like a demand. Note also that it is a mistake to apologizeroutine requests are usually expected by your audience so an apology is unnecessary.
Diff: 2 Page Ref: 215
Skill: Critical Thinking
Objective: 1
AACSB: Communication Abilities

4) 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.
Answer: B
Explanation: B) The opening of the request is used to state specifically what you are requesting. This is followed by the body, which provides reasons to justify why you are making the request. In a routine request, justification typically consists of a few simple and straight-forward sentences.
Diff: 2 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

5) 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.
Answer: C
Explanation: C) Your most important question should always come first, followed by any additional information you might seek. Make sure you include only relevant questions, and limit each question to one topic only.
Diff: 1 Page Ref: 216
Skill: Concept
Objective: 1
AACSB: Communication Abilities

6) When closing a direct request, you should be sure to include
A) an apology for taking up the readers time.
B) a mention of your own qualifications or status.
C) the time limits involved in your request.
D) an indication of the consequences of a failure to reply.
Answer: C
Explanation: C) The closing should repeat what is being requested and precisely when a response is required. Failing to be precise about time leaves open all sorts of possibility for misunderstanding and confusion.
Diff: 2 Page Ref: 216
Skill: Concept
Objective: 1
AACSB: Communication Abilities

7) In requesting a sales report from a co-worker, you should
A) use the indirect approach.
B) get straight to the point.
C) maintain a formal style and tone.
D) do all of the above.
Answer: B
Explanation: B) Assuming getting you the sales report is a routine matter that the co-worker should have no problem delivering, there is no need to launch into elaborate introductions or explanations for why you are making the request. Simply make the request as directly and briefly as possible using a polite tone. Make sure that you include all of the information your co-worker needs to fulfill the request.
Diff: 3 Page Ref: 217
Skill: Application
Objective: 2
AACSB: Communication Abilities

8) Before volunteering someones name as a reference, always
A) assume you have permission to do so.
B) ask that persons permission.
C) describe your relationship with that person.
D) list that persons address and phone number for ease of contact.
Answer: B
Explanation: B) Some people do not want to be listed as references for privacy reasons. Others do not want to be surprised by the request or burdened by the responsibility of supplying a recommendation for you. Still others may feel that they do not know you well enough to be listed as a reference, or they may even feel that they cannot recommend you. For all these reasons, it is absolutely imperative that you ask people ahead of time if you can use them as a reference.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities

9) If you request a recommendation from a person you havent had contact with recently, you should
A) use the opening of your letter to refresh the persons memory.
B) enclose a stamped, preaddressed envelope.
C) use the persuasive approach.
D) use the bad-news approach.
Answer: A
Explanation: A) An old college professor, for example, may have taught hundreds of students since he or she last saw you. For that reason it is important to identify yourself by supplying some of the details of your last encounter with the recommender, to make sure he or she has a clear idea of who you are.
Diff: 2 Page Ref: 217
Skill: Application
Objective: 2
AACSB: Communication Abilities
10) The opening of a request for a recommendation should include
A) a buffer.
B) a statement implying that youre applying for a position.
C) a statement on why the recommendation is needed.
D) an apology for bothering the reader.
Answer: C
Explanation: C) A clear statement of why the recommendation is needed is what the reader needs to know first. For example, you may state that the recommendation is for a job, an application for graduate school, an internship, or membership in some kind of organization.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities

11) In closing a request for a recommendation, you should include
A) an expression of appreciation.
B) an indication that youve enclosed a stamped, preaddressed envelope.
C) the full name and address of the person to whom the letter should be sent.
D) all of the above.
Answer: D
Explanation: D) In some cases, electronic submissions of recommendations are required so an envelope is not needed. In addition to a statement of appreciation and information about where to send the recommendation, be sure to include information about when the recommendation is needed, including deadline dates.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities

12) 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.
Answer: C
Explanation: C) Begin your claim request by stating the problem in clear and precise language. Include all relevant facts, figures, and dates, and assume that your audience will give you a fair and reasonable hearing. Keep your opening simple. You can go into the details of the case in a following paragraph.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

13) 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.
Answer: C
Explanation: C) It is important to close by saying exactly what you require of your reader. Repeat yourself if necessary, but make sure you state your request completely. For example, you might write: As stated above, I am asking for full compensation for my lawn mower that you lost at your service center, an amount of $269.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

14) 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.
Answer: B
Explanation: B) With a routine message you expect full compliance from your reader. Therefore, there is no need to adopt an indirect approach to your message.
Diff: 1 Page Ref: 219
Skill: Concept
Objective: 3
AACSB: Communication Abilities

15) In a positive message, the main idea is presented
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.
Answer: C
Explanation: C) The strategy for a positive message is simple: first, state the main idea. Then give necessary details. Finally, close with a cordial request for specific action.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 3
AACSB: Communication Abilities

16) In a positive message, you should explain your point completely in the
A) introduction.
B) body.
C) close.
D) Noneall parts are usually the same length.
Answer: B
Explanation: B) In a positive message your first paragraph should be devoted to expressing your main idea. Any relevant details, complications, or considerations should be provided in the body of the message, fully explaining your point.
Diff: 2 Page Ref: 222
Skill: Concept
Objective: 3
AACSB: Communication Abilities

17) 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) just leave it out.
C) put the negative information first.
D) put the negative information last.
Answer: A
Explanation: A) A favorable context should not mislead or obfuscate. Simply express the negative news in the most positive possible manner. For example, rather than tell a customer only that he cant purchase his favorite tennis discontinued racket, be sure to tell him that he can purchase a new model that you think is even better than the original.
Diff: 2 Page Ref: 222
Skill: Synthesis
Objective: 3
AACSB: Communication Abilities

18) 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.
Answer: B
Explanation: B) When you dont think there is a simple way to satisfy your reader after you deliver negative news, it is best to resort to an indirect approach of delivering your message.
Diff: 2 Page Ref: 222
Skill: Synthesis
Objective: 3
AACSB: Communication Abilities

19) 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) all of the above.
Answer: B
Explanation: B) Reinforcing the idea that the customer made a wise decision in purchasing your product is an example of resale. Resale helps make customers feel good about their purchase, and develop a positive relationship with your company.
Diff: 2 Page Ref: 222
Skill: Application
Objective: 3
AACSB: Communication Abilities

20) 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.
Answer: A
Explanation: A) If additional action is required on the part of the reader or yourself, make that action clear in the close. Include times, dates, addresses, and other information to make sure that the action can be easily accomplished by your audience.
Diff: 2 Page Ref: 223
Skill: Concept
Objective: 3
AACSB: Communication Abilities

21) 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.
Answer: A
Explanation: A) The closing section should reassure the reader that he or she is in good hands and compliance will result in the best possible resolution of the issue. The close should also express goodwill toward the audience to make sure that your overall interaction is a positive one.
Diff: 3 Page Ref: 223
Skill: Concept
Objective: 3
AACSB: Communication Abilities

22) 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 requests.
D) sending goodwill messages.
Answer: C
Explanation: C) Routine and positive messages fall into six main categories: requests for information, claim grants and requests for adjustment, recommendations, routine information, good-news announcements, and goodwill messages.
Diff: 1 Page Ref: 223
Skill: Concept
Objective: 4
AACSB: Communication Abilities

23) 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) none of the above.
Answer: A
Explanation: A) Even when a sale is not imminent, one of your goals is always to leave your audience with a favorable view of you and your company. If the interaction that your reader has is a positive one, he or she will feel better about you and your company, and be more likely to do business with you in the future.
Diff: 2 Page Ref: 223
Skill: Application
Objective: 4
AACSB: Communication Abilities

24) When responding to a customer 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 customers account of the situation is exaggerated.
C) the customer is hostile.
D) the customer is trying to pull a fast one.
Answer: A
Explanation: A) A truly helpful and positive interaction with a company can do wonders for a customer relationship. Individuals who have experienced excellent service, even with a troublesome issue, tend to have the experience imprinted in their memory and often become extremely loyal customers from that point on.
Diff: 2 Page Ref: 224
Skill: Concept
Objective: 4
AACSB: Communication Abilities

25) When responding to a customer complaint about one of your companys services, you should
A) soften the situation with excuses such as Nobodys 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.
Answer: D
Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. Instead, simply acknowledge the complaint and show sympathy without placing blame. Then clearly demonstrate that you are taking constructive steps to get the issue resolved.
Diff: 3 Page Ref: 225
Skill: Application
Objective: 4
AACSB: Communication Abilities

26) When responding to a claim when 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 any need for follow-up.
C) take (or assign) personal responsibility for setting matters straight.
D) be vague about when the claim may be resolved.
Answer: C
Explanation: C) Assuming responsibility for the problem is the best thing you can do, even if you werent personally involved in the problem originally. You want to convey the idea that as a representative of the company you are responsible for doing whatever it takes to make the situation right.
Diff: 2 Page Ref: 225
Skill: Concept
Objective: 4
AACSB: Communication Abilities

27) If a customer requesting an adjustment is at fault for the problem, the one thing you should not do is
A) refuse the claim.
B) refuse the claim, and politely point out the customers mistake.
C) honor the claim, and politely point out the customers mistake.
D) honor the claim grudgingly and show your resentment
Answer: D
Explanation: D) The whole idea of honoring the claim when the customer is at fault is that you value the customers business and loyalty more than you do the lost money or resources in honoring the customers claim.
Diff: 2 Page Ref: 225
Skill: Application
Objective: 4
AACSB: Communication Abilities

28) 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) respond promptly, explaining how the problem will be solved.
D) honor the claim but explain that your company was not at fault.
Answer: C
Explanation: C) Blame is secondary in this situation to the customer being able to resolve the situation successfully. So the best approach is to focus on steps to resolve the problem.
Diff: 2 Page Ref: 227
Skill: Critical Thinking
Objective: 4
AACSB: Communication Abilities

29) When writing a letter of recommendation, you should
A) provide facts and evidence to support your opinions.
B) show it to the job candidate before sending it to the person who requested it.
C) overstate the candidates abilities if he or she is a good friend and really wants the job.
D) make sure to include any negative stories youve heard about the candidate.
Answer: A
Explanation: A) Praise for the person being recommended goes only so far. Providing concrete reasons for why that praise was earned is the best kind of recommendation. For example, stating that the person was an excellent writer is much more convincing when you can add that the person, drafted several successful appropriation proposals that are listed below.
Diff: 3 Page Ref: 227
Skill: Concept
Objective: 4
AACSB: Communication Abilities

30) If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to
A) keep them to yourself.
B) include others criticisms to support your statements.
C) refuse to write the recommendation.
D) state your opinion strongly, since it is protected by the First Amendment.
Answer: C
Explanation: C) Any refusal to write the letter should be done politely and as kindly as possible. The simplest and most common approaches are to tell the candidate that you: (a) dont know him/her well enough to write a recommendation, (b) dont think he/she is a good fit for the position.
Diff: 2 Page Ref: 227
Skill: Application
Objective: 4
AACSB: Communication Abilities

31) Your comments about a job candidate could be considered defamatory if
A) in a phone conversation you tell the applicants potential employer that the applicant is an alcoholic.
B) you omit important negative information about the candidate in a recommendation letter.
C) you decline to provide a recommendation because of company policy.
D) you cannot prove that those comments are true.
Answer: D
Explanation: D) Do not write negative things about a candidate if you cannot show proof that they are true. For example, stating that the candidate took credit for work done by others is a very serious charge that must be backed up by evidence. In cases in which you cant categorically prove your charges, it is best to keep your comments on an unspecific, generic level.
Diff: 2 Page Ref: 229
Skill: Concept
Objective: 4
AACSB: Communication Abilities

32) Excluding important negative information about a candidate in a recommendation letter
A) is expectedotherwise 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.
Answer: B
Explanation: B) Failing to warn future employers about criminal or unethical behavior on the part of candidate can result in legal problems. For example, if you fail to reveal that a candidate was guilty of sexual harassment while he worked for you, the persons employer may take action against you for being less than forthcoming.
Diff: 2 Page Ref: 229
Skill: Concept
Objective: 4
AACSB: Ethical Understanding and Reasoning Abilities

33) If you are sending an informative memo to employees about policy statements or procedural changes, you should
A) assume that employees will have a neutral response.
B) use the indirect approach.
C) use the body of the message to provide all the necessary details.
D) do all of the above.
Answer: C
Explanation: C) The body of the message should include all times, dates, data, and specifications that are needed for fully responding or complying with the policy changes.
Diff: 2 Page Ref: 228
Skill: Application
Objective: 4
AACSB: Communication Abilities

34) When offering compliments in a goodwill message, you should
A) feel free to exaggerate.
B) always use the strongest words you can think of.
C) be sure to back them up with specific points.
D) temper them with comments on areas for improvement.
Answer: C
Explanation: C) Compliments have a lot more impact when they specifically refer to accomplishments. It is one thing to say, You did a great job, but it is much better to say something specific, such as, You did a great job in analyzing data that had bewildered even our best analysts.
Diff: 2 Page Ref: 231
Skill: Concept
Objective: 4
AACSB: Communication Abilities

35) Condolence messages should
A) be as long as possible.
B) make as little reference to the deceased as possible.
C) avoid poetic passages and stilted or formal phrases.
D) include comments on how you felt in a similar situation.
Answer: C
Explanation: C) Condolence messages are hard to write because there is usually nothing positive to say. For that reason, it is best to keep condolence messages as simple and honest as possible. Dont try to be original, just focus on conveying your heartfelt sympathy.
Diff: 2 Page Ref: 233
Skill: Concept
Objective: 4
AACSB: Communication Abilities

36) In most cases, when making routine requests you should assume that the audience will not comply.
Answer: FALSE
Explanation: Routine messages are considered routine because there appear to be no obstacles to compliance. Therefore, you should always assume that your audience will have no problem complying.
Diff: 1 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

37) When making a direct request, you should state what you want in the first sentence or two and then follow with an explanation.
Answer: TRUE
Explanation: Your first paragraph should specify exactly what you need. Details and justification for your request should be reserved for the paragraph that follows.
Diff: 1 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities
38) Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.
Answer: FALSE
Explanation: Tone is important in all business correspondence. For a simple message, your tone should be polite, friendly, and respectful. Never use a tone that makes your request sound like a demand.
Diff: 2 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

39) When making direct requests, you should avoid such polite words and phrases as please and I would appreciate.
Answer: FALSE
Explanation: Politeness is required for all messages, even those that deal with difficult problems. There is never any excuse not to use words such as please.
Diff: 2 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

40) As you explain and justify your request, you should try to point out how complying with the request could benefit the reader.
Answer: TRUE
Explanation: Pointing out the benefit to the reader in complying with the message helps motivate the reader to take action.
Diff: 1 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

41) If the middle section of your request letter contains a series of questions, the most important question should be saved for last.
Answer: FALSE
Explanation: If there are questions to be asked in a request letter, the most important questions should come first.
Diff: 2 Page Ref: 216
Skill: Concept
Objective: 1
AACSB: Communication Abilities

42) In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.
Answer: FALSE
Explanation: It is important to give your reader as much information as possible, including any dates or deadlines that are relevant to the request. How can you hope to get a timely response if you dont set a deadline for action on your request?
Diff: 2 Page Ref: 216
Skill: Concept
Objective: 1
AACSB: Communication Abilities
43) There is no reason to state how complying to a request will benefit the target of the request.
Answer: FALSE
Explanation: Some readers wont respond to a request unless they understand how they will benefit from it. Others need the added motivation of personal benefit to cause them to comply with the request in a timely manner.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 1
AACSB: Communication Abilities

44) Requests sent to individuals outside your organization should be more formal than those sent internally.
Answer: TRUE
Explanation: You can be less formal when you are dealing with people you know. Outsiders are unfamiliar with the ways your organization does business, so keep communication with outsiders at a formal level to decrease the possibility of misunderstanding.
Diff: 1 Page Ref: 217
Skill: Concept
Objective: 1
AACSB: Communication Abilities

45) When making complex routine requests to company outsiders, you rarely need to explain how responding to the request will benefit the reader.
Answer: FALSE
Explanation: There are two reasons for why you need to explain how responding will benefit the reader: first because the reader is an outsider and may be reluctant to help your organization. Secondly, you should expect more resistance for complying with a difficult or complex request than a simple request, so identifying the benefit to the reader can serve to overcome that resistance.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 1
AACSB: Communication Abilities

46) It is not necessary to ask someones permission before listing his or her name as a job reference.
Answer: FALSE
Explanation: You should never list someone as a reference without getting his or her permission first. Even if someone has recommended you in the past, it is still a good idea to make sure that the current recommendation is something that he or she feels comfortable doing before listing the referral.
Diff: 1 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities
47) Due to potential legal problems, many companies have a policy that prevents employees from providing recommendation letters.
Answer: TRUE
Explanation: Some recommenders work for companies that forbid the writing of recommendations. Therefore, you should check about providing a recommendation even with someone you know well and are in frequent contact with.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities

48) Because requests for recommendations are persuasive messages, you should use the indirect approach.
Answer: FALSE
Explanation: Recommendations are routine things for most recommenders. For that reason there is no need to go into an elaborate indirect explanation of why you need their recommendation. Instead, use a direct approach and state your need for a recommendation right up front.
Diff: 1 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities
49) If you are writing to someone to request a recommendation letter for a job or scholarship, you should include a stamped, preaddressed envelope for mailing.
Answer: TRUE
Explanation: Keep in mind, however, that many job and scholarship positions now can be applied for electronically, so be sure to include all links and URLs the person needs to provide the recommendation.
Diff: 2 Page Ref: 219
Skill: Application
Objective: 2
AACSB: Communication Abilities

50) When making a claim or requesting an adjustment from a company, you should document your initial complaint and every correspondence after that.
Answer: TRUE
Explanation: It is critical to have an accurate record of your interaction with the company. This avoids disputes about who said what and when later on in the process. If you have a disagreement about facts, you can simply go to the record and reconstruct what happened. Note that you should save both the documents that you write and the documents that were written to you.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities
51) When writing a claim letter, you should assume that you will receive a fair adjustment.
Answer: TRUE
Explanation: Start with the default presumption that your are dealing with fair and honorable people. If your correspondent begins to behave in ways that are less than fair and honorable, you can adjust your attitude accordingly.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

52) When responding to claim letters, companies usually accept the customers explanation of the problem.
Answer: TRUE
Explanation: The company will tend to contest your version of the facts only if you have misrepresented them in some way. So be sure to give an honest and fair retelling of the situation in the beginning of your message. It can save you a lot of trouble as the process continues.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

53) Its best to back up all claims and requests for adjustments with invoices, sales receipts, and so on and to send copies to the company and keep the originals.
Answer: TRUE
Explanation: Documentation of your version of the facts using official sales items is often critical to your case. Keep in mind that if, for example, you are missing a receipt you can often produce a credit card statement of the purchase to back up your claim.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

54) The best opening for a positive message includes the single most important information you need to give the audience.
Answer: TRUE
Explanation: In a positive message, include your main idea right up front. There is nothing to be gained by being indirect.
Diff: 2 Page Ref: 222
Skill: Application
Objective: 3
AACSB: Communication Abilities

55) A routine positive message should never include negative information.
Answer: FALSE
Explanation: Routine messages can be both positive and negative. For example, in a routine message you may need to state that you will not be able to attend a future meeting. This may be unfortunate, but your audience will appreciate your informing them of the situation so they can make alternate plans.
Diff: 2 Page Ref: 222
Skill: Concept
Objective: 3
AACSB: Communication Abilities
56) When sending a positive message to a customer, it is a good idea to reassure the customer that he or she has made a wise purchase.
Answer: TRUE
Explanation: Favorable comments that reinforce the wisdom of the customers purchase are called resale. Resale tends to make customers feel good about the company, and often results in people becoming loyal customers.
Diff: 2 Page Ref: 222
Skill: Concept
Objective: 3
AACSB: Communication Abilities

57) To preserve your companys reputation, messages granting customer requests for adjustment should always imply that the customer was at fault.
Answer: FALSE
Explanation: Fault for a problem should be assigned honestly and politely. If the company was at fault, it should take responsibility for the problem. If the company was not at fault, it should explain that it was not responsible for the problem, but it will do its best to resolve the problem.
Diff: 1 Page Ref: 224
Skill: Concept
Objective: 4
AACSB: Communication Abilities

58) Even when you grant a dissatisfied customers request for adjustment, he or she will most likely not return to your business.
Answer: FALSE
Explanation: Resolving problems fairly can often cause a dissatisfied customer to become a loyal customer. A positive experience does wonders in creating customer loyalty.
Diff: 2 Page Ref: 224
Skill: Concept
Objective: 4
AACSB: Communication Abilities

59) When replying to a customers complaint when your company is at fault, be sure to list the names of all employees who were involved in the error.
Answer: FALSE
Explanation: Never place blame on a colleague for a problem. Instead, take responsibility for the problem on behalf of the company and inform the customer that you will do your best to resolve the issue fairly to his or her satisfaction.
Diff: 1 Page Ref: 225
Skill: Concept
Objective: 4
AACSB: Communication Abilities
60) In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.
Answer: FALSE
Explanation: A courteous tone is required for all company correspondence, no matter who was at fault. Any rudeness on your part can be reported by the customer to friends, family, social networks, etc. and end up giving your company a bad name.
Diff: 2 Page Ref: 225
Skill: Concept
Objective: 4
AACSB: Communication Abilities

61) When a third party is at fault in a claim, the best approach is always to refer the customer to that party to resolve the problem.
Answer: FALSE
Explanation: Your response to a third party causing a problem varies on business agreements your company has with that third party. Assure the customer that you will do your best to resolve the problem, whether it involves a referral to the third party or not.
Diff: 2 Page Ref: 225
Skill: Concept
Objective: 4
AACSB: Communication Abilities

62) Recommendation letters have created so many legal problems that many companies no longer allow employees to write them.
Answer: TRUE
Explanation: Some companies prohibit their employees from writing recommendations. This absolves the companies of the legal problems that can come from recommendations that (a) make unjustified claims about a candidate, or (b) recommendations that fail to disclose criminal or ethical problems of candidates.
Diff: 2 Page Ref: 227
Skill: Concept
Objective: 4
AACSB: Communication Abilities

63) In positive recommendation letters, its important to back up your general points with specific examples of the candidates fitness for the job.
Answer: TRUE
Explanation: To write an effective recommendation letter, specifics are required. It is much better to document specific successful work that the candidate completed as opposed to just providing general praise and confidence in the ability of the candidate.
Diff: 1 Page Ref: 227
Skill: Concept
Objective: 4
AACSB: Communication Abilities

64) When asked to write a letter of recommendation for a poorly performing employee, you should never refuse to do so.
Answer: FALSE
Explanation: If you cant honestly recommend a candidate, do not agree to write a letter.
Diff: 2 Page Ref: 227
Skill: Application
Objective: 4
AACSB: Ethical Understanding and Reasoning Abilities

65) Employers cannot sue you for omitting negative information from a recommendation letter, even if they can prove that you were aware of that information.
Answer: FALSE
Explanation: Legal problems can arise when recommenders fail to identify serious legal and ethical problems with people they recommend. For example, failure to mention an employee in a pharmaceutical company who was known to falsify evidence to the new employer could constitute negligence and lawsuits directed at the recommender.
Diff: 2 Page Ref: 229
Skill: Concept
Objective: 4
AACSB: Communication Abilities

66) Because informative messages such as meeting announcements and reminder notices are generally neutral, it is not necessary to worry too much about the readers attitude toward the information.
Answer: TRUE
Explanation: The reader can interpret the message in any way that he or she likes. That said, be sure that all announcements are given in courteous language and show respect to all that are involved.
Diff: 2 Page Ref: 228
Skill: Concept
Objective: 4
AACSB: Communication Abilities

67) Goodwill messages were once common in business, but are now mostly regarded as a waste of time.
Answer: FALSE
Explanation: Goodwill messages can be critical for building relationships in the future. If a person has a positive feeling about your company, he or she will be much more likely to do business with it in the future.
Diff: 1 Page Ref: 231
Skill: Concept
Objective: 4
AACSB: Communication Abilities

68) A new co-worker recently won a prestigious award for her work on green technologies. Since you do not know her well, you should not send a note to congratulate her on the achievement.
Answer: FALSE
Explanation: A letter of congratulation is always appreciated, even by those whom you dont know well. A thoughtful note also can help initiate a relationship that might prove to be beneficial to both parties.
Diff: 2 Page Ref: 232
Skill: Application
Objective: 4
AACSB: Communication Abilities
69) A message of appreciation can become an important part of someones personnel file.
Answer: TRUE
Explanation: When employees come up for evaluation, one of the best things they can have in their personnel file is a letter of appreciation. A letter of appreciation shows that someone cared enough about the person to take the trouble to write.
Diff: 2 Page Ref: 232
Skill: Concept
Objective: 4
AACSB: Communication Abilities

70) When writing a condolence message about a loss, you should always use comforting poetic expressions such as life is for the living.
Answer: FALSE
Explanation: The best way to offer condolences is in the simplest way possible: be heartfelt, genuine, and if possible, personal.
Diff: 2 Page Ref: 233
Skill: Application
Objective: 4
AACSB: Communication Abilities

71) In a routine request, the ________ of the message should contain an explanation of what you are asking the audience to do.
Answer: body
Explanation: The opening should specify what you want the audience to do. The body that follows should explain why the action needs to be carried out.
Diff: 2 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

72) Most routine requests in business should be organized using the ________ approach, with the main idea at the beginning of the message.
Answer: direct
Explanation: By nature, routine requests are simple and uncomplicated and usually do not require anything more than a direct approach.
Diff: 1 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities

73) You may need to obtain a letter of recommendation for a new job, a promotion, a scholarship, or ________ from a bank.
Answer: letter of credit
Explanation: When businesses need to borrow money, banks require a recommendation letter to vouch for the borrower.
Diff: 2 Page Ref: 217
Skill: Concept
Objective: 2
AACSB: Communication Abilities
74) Customers who are dissatisfied with a companys product or service make a(n) ________, or formal complaint.
Answer: claim
Explanation: A claim against a company is a formal complaint of something that went wrong or something that was not handled correctly.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

75) Dissatisfied customers can request a(n) ________, or claim settlement.
Answer: adjustment
Explanation: Once a claim is made, it may or may not be judged to be credible by the company involved. An adjustment is a settlement of the claim, marking that the issue has been resolved.
Diff: 2 Page Ref: 219
Skill: Concept
Objective: 2
AACSB: Communication Abilities

76) If your routine message must convey some mildly disappointing information, put the negative portion into as ________ a context as possible.
Answer: favorable
positive
Explanation: To soften the impact of negative information, it is best to frame it in the most positive light possible. Make sure that the negative information is fully communicated. It is also important to emphasize positive factors that impact the situation.
Diff: 2 Page Ref: 222
Skill: Concept
Objective: 3
AACSB: Communication Abilities

77) The body of a positive message is a good place to use ________, assuring the customer of the wisdom of his or her purchase selection.
Answer: resale
Explanation: Resale is an approach that tends to promote customer loyalty by making the customer feel good about a purchase. The body of a message is a good place to position resale comments, praising the customer for a choice well made.
Diff: 2 Page Ref: 222
Skill: Concept
Objective: 3
AACSB: Communication Abilities
78) Businesses often receive requests for claims and adjustments when a ________ ________ is at fault, and neither the company nor the customer is to blame.
Answer: third party
Explanation: Third party situations can be complicated. In some cases, the best thing to do when a third party problem arises is to refer the customer directly to the third party. In other cases, your company may assume responsibility to resolve third party problems. What you do typically depends on the policy your company has with respect to the third party you are dealing with.
Diff: 1 Page Ref: 225
Skill: Concept
Objective: 3
AACSB: Communication Abilities

79) Writing letters of recommendation can lead to serious legal problems, including charges of ________ against employers who share negative information about candidates.
Answer: defamation
Explanation: Charges of defamation can be leveled if the person writing a letter of recommendation states negative things about a candidate that are unfounded. For this reason, make sure that you have documented proof about anything negative you say about a candidate in a letter of recommendation.
Diff: 2 Page Ref: 229
Skill: Concept
Objective: 4
AACSB: Communication Abilities

80) A(n) ________ ________ is a specialized document used to share relevant information with the local or national news media.
Answer: press release
news release
Explanation: Companies often issue a press release when they have good news to announce. For example, when a tech company comes out with a new device, it issues a press release to let the media and the public know about the device.
Diff: 2 Page Ref: 229
Skill: Concept
Objective: 4
AACSB: Communication Abilities
81) Unlike a traditional press release, a(n) ________ ________ release emphasizes bullet-point content over narrative paragraphs so that bloggers and others can assemble their own stories.
Answer: social media
Explanation: Bloggers who rely on social media for information typically like to put their own slant on a story. So it is best to focus on a bare-bones, bullet-point features in a social media release to let bloggers and others draw their own conclusions.
Diff: 2 Page Ref: 230
Skill: Concept
Objective: 4
AACSB: Communication Abilities, Use of IT
82) Thanks to the Internet and social media, many companies now rely on ________ news releases, in which they communicate directly with customers and other audiences instead of going through the media.
Answer: direct-to-consumer
Explanation: The proliferation of social media has empowered the general public to do its own evaluation of new items directly, rather than relying on the media to interpret the release for them.
Diff: 2 Page Ref: 230
Skill: Concept
Objective: 4
AACSB: Communication Abilities, Use of IT

83) Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages.
Answer: goodwill
Explanation: Goodwill messages are intended to build relationships for the future rather than focus on some specific current transaction or business opportunity.
Diff: 2 Page Ref: 231
Skill: Concept
Objective: 4
AACSB: Communication Abilities

84) Messages of ________ recognize the contributions of employees or business associates.
Answer: appreciation
Explanation: One of the best things you can do for a person you have done business with is write a letter of appreciation, describing how the person helped you. Appreciation letters are looked at as strong references for any person being evaluated.
Diff: 2 Page Ref: 232
Skill: Concept
Objective: 4
AACSB: Communication Abilities

85) Messages of ________ need not be poetic to express sympathy.
Answer: condolence
Explanation: The important thing with a condolence letter is to show that you care. The style and content of a condolence letter is not important as long as it is sincere and heartfelt.
Diff: 2 Page Ref: 233
Skill: Concept
Objective: 4
AACSB: Communication Abilities

86) List four guidelines to follow in preparing the opening of a routine request in the direct format.
Answer: In preparing the opening of a routine request in the direct format, it is important to pay attention to tone and to avoid demanding action. You should also assume that your audience will comply, and be specific about what you want.
Diff: 3 Page Ref: 215
Skill: Concept
Objective: 1
AACSB: Communication Abilities
87) In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?
Answer: The closing for an effective routine request should request specific action, provide contact information, and express appreciation and goodwill.
Diff: 2 Page Ref: 216
Skill: Application
Objective: 1
AACSB: Communication Abilities

88) List the three major categories of common routine requests.
Answer: The three major types of routine requests are (1) requesting information and action, (2) asking for recommendations, and (3) making claims and requesting adjustments.
Diff: 2 Page Ref: 216
Skill: Concept
Objective: 2
AACSB: Communication Abilities

89) Describe the three-step strategy for requesting information and action.
Answer: Start with a clear statement of your reason for writing. Then provide whatever explanation is needed to justify your request. Finally, close with a specific account of what you expect, and include a deadline if appropriate.
Diff: 2 Page Ref: 216-217
Skill: Application
Objective: 2
AACSB: Communication Abilities

90) Youre preparing an internal blog posting providing information on this years annual company picnic. The message is generally positive, but you need to say thatunlike past picnicsthe event will not be catered. What approach is best for conveying mildly disappointing information such as this in the context of a positive message?
Answer: In a generally positive routine message, mildly disappointing information should be placed in as favorable a context as possible.
Diff: 2 Page Ref: 222
Skill: Synthesis
Objective: 3
AACSB: Communication Abilities, Use of IT

91) What three goals should you have when answering routine requests and a potential sale is involved?
Answer: Your goals should be: (1) to respond to the inquiry and answer all questions, (2) to leave your reader with a good impression of you and your firm, and (3) to encourage the future sale.
Diff: 3 Page Ref: 223
Skill: Concept
Objective: 3
AACSB: Communication Abilities
92) In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?
Answer: In the body of the message, you want to discourage such claims in the future by steering the customer in the right direction. Also, you dont want to imply that you will grant similar claims in the future. The challenge is to diplomatically remind the customer of proper usage without being condescending or preachy.
Diff: 3 Page Ref: 225
Skill: Concept
Objective: 4
AACSB: Communication Abilities

93) Briefly explain how the Internet and social media have changed the nature of the news release.
Answer: Whereas companies once wrote news releases to provide information to reporters, many organizations now create direct-to-consumer news releases in which they communicate directly with customers and other audiences. Social media releases are also more popular, and offer several advantages over traditional news releases.
Diff: 3 Page Ref: 230
Skill: Concept
Objective: 4
AACSB: Communication Abilities, Use of IT

94) What potential legal problem can result from writing a critical recommendation letter?
Answer: Negative letters of recommendation have led to many successful defamation lawsuits by former employees. The problem has become so complex that many companies now prohibit employees from providing recommendations.
Diff: 3 Page Ref: 229
Skill: Concept
Objective: 4
AACSB: Communication Abilities

95) List at least three guidelines to follow when writing condolence messages.
Answer: Messages expressing sympathy are best when you keep reminiscences brief, write in your own words, and write tactfully. They also require special care with things like correctly spelling names. It is also helpful to write about the special qualities of the deceased and those of the bereaved person as you express sympathy for the loss.
Diff: 3 Page Ref: 233
Skill: Concept
Objective: 4
AACSB: Communication Abilities

96) Many routine requests have several parts. What guidelines should you keep in mind when your request contains a series of questions?
Answer: It is important to ask the most important questions first and to ask only relevant questions. Both of these strategies usually expedite the handling of your request. Finally, it is helpful to deal with only one topic per question, rather than confuse the reader by asking too much at once. If you have an unusual or complex request, it is best to break it down into specific, individual questions so that the reader can address each one separately. This shows respect for your audiences time but also gets a more accurate answer in less time.
Diff: 3 Page Ref: 216
Skill: Concept
Objective: 1
AACSB: Communication Abilities
97) Explain what you should do when replying to a claim when the customer is at fault.
Answer: First you must decide whether the cost of making the adjustment outweighs the cost of losing this customers future business. You can refuse the claim and explain your refusal, but remember that refusal will most likely cost you this customer and perhaps the business of many of the customers friends who will hear only one side of the argument. If you grant the claim, open with the good news. In the body, tactfully educate the customer on how to prevent this situation from occurring again. Be careful not to offend the person by being condescending or preachy.
Diff: 3 Page Ref: 225
Skill: Application
Objective: 4
AACSB: Communication Abilities

98) Explain what you should include in an effective recommendation letter.
Answer: A successful recommendation letter includes (1) the candidates full name, (2) the position or other objective the candidate seeks, (3) the nature of your relationship with the candidate, (4) facts and evidence relevant to the candidate and the opportunity, (5) a comparison of this candidates potential with that of peers, and (6) your overall evaluation of the candidates suitability for the opportunity.
Diff: 3 Page Ref: 227
Skill: Concept
Objective: 4
AACSB: Communication Abilities

99) Explain why goodwill messages are important, then describe at least two characteristics of effective goodwill messages.
Answer: Goodwill messages can improve your relationships with customers, colleagues, and other businesspersons. They should be sincere and honestotherwise the writer appears interested only in personal gain. Avoid exaggeration, back up compliments with specific points, and be restrained but sincere in your praise. Saying things like, Youre terrific! will detract from your credibility in these messages.
Diff: 3 Page Ref: 231
Skill: Concept
Objective: 4
AACSB: Communication Abilities

100) Why are appreciation messages important? What should they include?
Answer: It is important to recognize the contributions of employees, colleagues, suppliers, and other associates. Your praise will make the person feel good and encourage further excellence. These messages can also become part of an employees personnel file. The message should specifically mention the person or persons you want to praise, and documents the persons contributions.
Diff: 3 Page Ref: 232
Skill: Concept
Objective: 4
AACSB: Communication Abilities

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