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Business Communication Today, 12e (Bovee/Thill)
Chapter 10 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
Skill: Concept
Objective: 1
AACSB: Communication Abilities
Learning Outcome: Describe strategies for developing routine and positive messages
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
Answer: A
Explanation: A) Close routine requests with a request for some specific action, information
about how you may be reached, and an expression of appreciation.
Diff: 2
Skill: Concept/Application
Objective: 1
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.
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
Skill: Concept
Objective: 1
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4) Which of the following would be the best opening for a routine request?
A) Please send me a summary of last month's east region sales data.
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.
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
Skill: Critical Thinking
Objective: 1
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.
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
Skill: Concept
Objective: 1
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.
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
Skill: Concept
Objective: 1
2
7) When closing a direct request, you should be sure to include

A) an apology for taking up the reader's 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
Skill: Concept
Objective: 1
8) 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
Skill: Application
Objective: 2
9) Most simple requests can be handled by explaining
A) what you want to know or want the reader to do.
B) why you're making the request.
C) why it may be in your reader's interest to comply.
D) all of the above.
Answer: D
Explanation: D) Most simple requests can be handled with three message points: what you want
to know or want your audience to do, why you're making the request, and what's in it for your
readers if they help you.
Diff: 2
Objective: 2
3
10) 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
Answer: C
Explanation: C) If you're dissatisfied with a company's product or service, you can opt to make a
claim (a formal complaint) or request an adjustment (a settlement of a claim).
Diff: 2
Skill: Concept
Objective: 2
11) 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.
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, ask
people ahead of time if you can use them as a reference.
Diff: 2
Skill: Concept
Objective: 2
12) 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.
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
Skill: Application
Objective: 2
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13) The opening of a request for a recommendation should include

A) a buffer.
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.
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
Skill: Concept
Objective: 2
14) In closing a request for a recommendation, you should include
A) an expression of appreciation.
B) an indication that you've enclosed a stamped, preaddressed envelope.
C) the full name and address of the person to whom the letter should be sent.
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
Skill: Concept
Objective: 2
15) 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
Skill: Concept
Objective: 2
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16) 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
Skill: Concept
Objective: 2
17) 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
Skill: Concept
Objective: 3
18) 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
Answer: A
Explanation: A) Because readers will generally be interested in what you have to say, you can
usually use the direct approach with routine replies and positive messages.
Diff: 3
Objective: 3
Learning Outcome: Describe strategies for developing persuasive business messages
19) 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.
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
Skill: Concept
Objective: 3
20) 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
Skill: Concept
Objective: 3
21) 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 can't 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
Skill: Synthesis
Objective: 3
22) 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 don't 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
Skill: Synthesis
Objective: 3
23) 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.
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
Skill: Application
Objective: 3
24) 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
Skill: Concept
Objective: 3
25) 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
Skill: Concept
Objective: 3
26) 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' resumes.
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
Skill: Concept
Objective: 4
27) Which of the following will not help you write routine messages that promote goodwill?
A) Providing information your readers may find helpful
B) Using content and tone to provide an element of entertainment
C) Including a sales pitch with every routine message
D) Making sure that the content and tone of the message are appropriate
Answer: C
Explanation: C) Routine messages can build goodwill by sharing helpful information and
providing an element of entertainment.
Diff: 2
Objective: 4
28) When you're writing a message of appreciation,

A) keep it brief and superficial.
B) avoid drawing attention to specific circumstances.
C) mention the names of those whom you want to acknowledge.
D) give yourself a "pat on the back" for taking the time to recognize a job well done.
Answer: C
Explanation: C) Because a message of appreciation may become an important part of someone's
personnel file, try to specifically mention the person or people you want to praise.
Diff: 2
Objective: 4
29) Since a social media release emphasizes bullet-point content over narrative paragraphs,
bloggers, editors, and others
A) are hesitant to accept the accuracy of the content.
B) can assemble their own stories, rather than having to rewrite the material.
C) don't feel obligated to acknowledge the source of the release.
D) rarely take such material seriously.
Answer: B
Explanation: B) Social media releases emphasize bullet-point content over narrative paragraphs;
so, bloggers, editors, and others can assemble their own stories, rather than having to rewrite the
material in a traditional release.
Diff: 2
Objective: 4
30) 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.
Answer: D
Explanation: D) A direct-to-consumer news release is a general-purpose tool for communicating
directly with customers and other audiences.
Diff: 2
Skill: Concept
Objective: 4
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31) When you're responding to a complaint from a customer and your company is at fault,
A) deflect the blame up the supply chain.
B) maintain a professional demeanor.
C) counter the complaint with logical arguments.
D) remember that the best defense is a good offense.
Answer: B
Explanation: B) Maintain a sincere, professional demeanor when responding to a complaint.
Diff: 2
Objective: 4
32) 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
Skill: Application
Objective: 4
33) Most routine informative messages are
A) positive.
B) intuitive.
C) neutral.
D) enigmatic.
Answer: C
Explanation: C) Most routine communications are neutral; that is, they stimulate neither a
positive nor a negative response from readers.
Diff: 1
Skill: Concept
Objective: 4
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34) 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.
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
Skill: Concept
Objective: 4
35) 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.
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
Skill: Application
Objective: 4
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36) 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 weren't 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
Skill: Concept
Objective: 4
37) If you plan to grant a claim made by a customer who's 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.
Answer: B
Explanation: B) When you're granting a claim and the customer is at fault, try to discourage
future mistakes without insulting the customer.
Diff: 2
Skill: Application
Objective: 4
38) 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
Objective: 4
13
39) 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 that the candidate has the characteristics necessary for the job.
Answer: D
Explanation: D) If you decide to write a letter of recommendation about a job candidate, your
goal is to convince the employer that the person you're recommending has the characteristics
necessary for the job.
Diff: 3
Skill: Concept
Objective: 4
40) 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.
Answer: C
Explanation: C) Any refusal to write the letter should be done politely and as kindly as possible.
Unless your relationship with the person warrants an explanation, simply suggest that someone
else might be in a better position to provide a recommendation.
Diff: 2
Skill: Application
Objective: 4
41) Your comments about a job candidate could be considered defamatory if
A) your comments are restricted to job titles and dates of employment.
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. If you can't categorically prove your charges, it is best to keep your comments on
an unspecific, generic level.
Diff: 2
Skill: Concept
Objective: 4
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42) 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 person's employer may take action
against you for being less than forthcoming.
Diff: 3
Skill: Concept
Objective: 4
AACSB: Ethical Understanding and Reasoning Abilities
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
43) 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
Skill: Application
Objective: 4
44) 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.
Answer: C
Explanation: C) Compliments have a lot more impact when they refer to specific
accomplishments.
Diff: 2
Skill: Concept
Objective: 4
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45) 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.
Answer: C
Explanation: C) Condolences are the most personal business messages you may ever have to
write, so they require the utmost in care and respect for your reader. Keeping the message
simple, short, and sincere will help you achieve the right tone.
Diff: 2
Skill: Concept
Objective: 4
46) 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
Skill: Concept
Objective: 1
47) 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
Skill: Concept
Objective: 1
16
48) 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
Skill: Concept
Objective: 1
49) 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
Skill: Concept
Objective: 1
50) 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
Skill: Concept
Objective: 1
51) 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 don't set a deadline for action on your request?
Diff: 2
Skill: Concept
Objective: 1
17
52) 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
Skill: Concept
Objective: 1
53) It is not necessary to ask someone's 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
Skill: Concept
Objective: 2
54) 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
Skill: Concept
Objective: 2
18
55) 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
Skill: Application
Objective: 2
56) 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
Skill: Concept
Objective: 2
57) 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
Skill: Concept
Objective: 2
19
58) When responding to claim letters, companies usually accept the customer's 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
Skill: Concept
Objective: 2
59) It's 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
Skill: Concept
Objective: 2
60) 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
Skill: Application
Objective: 3
61) 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
Skill: Concept
Objective: 3
20
62) Even when you grant a dissatisfied customer's 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
Skill: Concept
Objective: 4
63) 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
Skill: Concept
Objective: 4
64) 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
Skill: Concept
Objective: 4
65) 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
Skill: Concept
Objective: 4
21
66) Because informative messages such as meeting announcements and reminder notices are
generally neutral, it is not necessary to worry too much about the reader's 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
Skill: Concept
Objective: 4
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
Skill: Concept
Objective: 4
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 don't
know well. A thoughtful note also can help initiate a relationship that might prove to be
beneficial to both parties.
Diff: 2
Skill: Application
Objective: 4
22
69) A message of appreciation can become an important part of someone's 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
Skill: Concept
Objective: 4
70) Timing and media choice are important considerations with condolence letters.
Answer: TRUE
Explanation: The sooner your message is received, the more comforting it will be, so don't
delay. And unless circumstances absolutely leave you no choice, do not use electronic media.
Diff: 2
Skill: Application
Objective: 4
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
Skill: Concept
Objective: 1
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
Skill: Concept
Objective: 1
23
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
Skill: Concept
Objective: 2
74) Customers who are dissatisfied with a company's 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
Skill: Concept
Objective: 2
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
Skill: Concept
Objective: 2
76) If your routine message must convey some mildly disappointing information, put the
negative portion into as ________ a context as possible.
Answer:
favorable
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
Skill: Concept
Objective: 3
24
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
Skill: Concept
Objective: 3
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
Skill: Concept
Objective: 3
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
Skill: Concept
Objective: 4
25
80) A(n) ________ ________ is a specialized document used to share relevant information with
the local or national news media.
Answer:
press 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
Skill: Concept
Objective: 4
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
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
Skill: Concept
Objective: 4
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
Skill: Concept
Objective: 4
26
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
Skill: Concept
Objective: 4
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
Skill: Concept
Objective: 4
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
Skill: Concept
Objective: 1
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
Skill: Application
Objective: 1
27
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
Skill: Concept
Objective: 2
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
Skill: Application
Objective: 2
90) You're preparing an internal blog posting providing information on this year's annual
company picnic. The message is generally positive, but you need to say thatunlike past picnics
the 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
Skill: Synthesis
Objective: 3
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: 2
Skill: Concept
Objective: 3
28
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 don't 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
Skill: Concept
Objective: 4
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
Skill: Concept
Objective: 4
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
Skill: Concept
Objective: 4
95) What should you keep in mind when you're deciding what to include in a message of
condolence?
Answer: As you decide what to include in the message, keep the following points in mind. First,
make it a personal expression of sympathy, but don't make the whole message about you and
your sense of loss. Second, don't offer "life advice," and don't include trite sayings that you may
have heard or read. At this point, soon after the loss, the recipient doesn't want your advice, only
your sympathy. Finally, don't bring religion into the discussion unless you have a close personal
relationship with the recipient and religion is already a part of your relationship.
Diff: 3
Skill: Concept
Objective: 4
29
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 audience's time but also gets a more accurate answer in less time.
Diff: 3
Skill: Concept
Objective: 1
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 customer's 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 customer's 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
Skill: Application
Objective: 4
98) Explain what you should include in an effective recommendation letter.
Answer: A successful recommendation letter includes (1) the candidate's 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 candidate's potential with that of peers, and (6) your overall evaluation of the candidate's
suitability for the opportunity.
Diff: 3
Skill: Concept
Objective: 4
30
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, "You're terrific!" will detract
from your credibility in these messages.
Diff: 3
Skill: Concept
Objective: 4
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 employee's personnel file. The message should
specifically mention the person or persons you want to praise, and documents the person's
contributions.
Diff: 3
Skill: Concept
Objective: 4
31

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Business Communication Today, 12e (Bovee/Thill)

Chapter 10 Writing Routine and Positive Messages

7) When closing a direct request, you should be sure to include

10) A claim is ; an adjustment is .

13) The opening of a request for a recommendation should include

16) When making a claim or requesting an adjustment, your close should

19) In a positive message, present the main idea

25) The closing section of a positive message

28) When you're writing a message of appreciation,

36) When responding to a claim when your company is at fault, it is best to

42) Excluding important negative information about a candidate in a recommendation letter

45) Condolence messages should

84) Messages of ________ recognize the contributions of employees or business associates.

88) List the three major categories of common routine requests.

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