36 TestBank Ch06
17 Pages

36 TestBank Ch06

Course Number: ENG 310, Spring 2011

College/University: Nicholls State

Word Count: 5078

Rating:

Document Preview

Chapter 6 Test Bank 245 Chapter 6Test Bank Direct Letters and Goodwill Messages DIFFICULTY (DIF) 5 Most difficult 3 Average difficulty 1 Least difficult TYPE App Application question Con Conceptual question Def Definition OTHER CODES ANS Answer REF Page Reference TOP Chapter Topic NOT Note (Feedback/ explanation) *Question used in Web Chapter Review quiz Multiple Choice 1. Although e-mail is...

Unformatted Document Excerpt
Coursehero >> Louisiana >> Nicholls State >> ENG 310

Course Hero has millions of student submitted documents similar to the one
below including study guides, practice problems, reference materials, practice exams, textbook help and tutor support.

Course Hero has millions of student submitted documents similar to the one below including study guides, practice problems, reference materials, practice exams, textbook help and tutor support.

6 Chapter Test Bank 245 Chapter 6Test Bank Direct Letters and Goodwill Messages DIFFICULTY (DIF) 5 Most difficult 3 Average difficulty 1 Least difficult TYPE App Application question Con Conceptual question Def Definition OTHER CODES ANS Answer REF Page Reference TOP Chapter Topic NOT Note (Feedback/ explanation) *Question used in Web Chapter Review quiz Multiple Choice 1. Although e-mail is incredibly successful for both internal and external communication, you should still use letters when a. you need immediate feedback. b. the message must reach your reader very quickly. c. you need a formal record of your message. d. you have too little time to proofread. Register to View AnswerREF: pp. 134135 TYPE: Con DIF: 3 TOP: Writing Effective Direct Business Letters NOT: You should write a business letter when you need a formal record of your message. Other reasons for writing letters include the need for formality, the sensitivity of the subject, and the need for an organized and well-considered presentation. 2. Kadija must write a letter to NanoRight requesting information about its new nanotechnology application for textile manufacturing. What should Kadija do first? a. Prepare her rough draft b. Find the address and correct spelling of the company c. Determine which strategy she will use in the letter d. Consider the content of the letter and anticipate its effect on the receiver Register to View AnswerREF: p. 135 TYPE: App DIF: 5 TOP: Direct Requests for Information and Action NOT: Just as for memos, the plan (strategy) for Kadijas letter is fixed by the content of the message and its expected effect on her receiver. She should, therefore, consider these factors before deciding on a writing plan or strategy. 246 Chapter 6 Test Bank 3. Which parts of your letters are readers likely to find most interesting and read first? a. Address b. Opening and closing c. Middle paragraphs of justification and explanation d. Salutation Register to View AnswerREF: p. 135 TYPE: Con DIF: 3 TOP: Writing Plan for Direct Requests for Information and Action NOT: The most emphatic positions in a letter are the openings and closings. Readers tend to look at them first. 4. One of the best ways to open a direct request that is likely to be granted is a/an a. effusive greeting and explanation of who the writer is. b. justification of the request to be made. c. question or polite command. d. explanation of the needs and parameters of the request. Register to View AnswerREF: p. 135 TYPE: Con DIF: 3 TOP: Opening Directly NOT: One of the best ways to open a direct request is with a question or polite command, unless resistance to the request is expected. 5. Which of the following is a good opening for a routine information request letter? a. Please answer the following questions about your conference facilities. b. I am writing from Next Gen Resources Incorporated, where I work as an event planner. c. You have been a business ally of Next Gen Resources for many years. d. Next Gen Resources is the major human resources training company in the tri-state area. Register to View AnswerREF: p. 135 TYPE: Con DIF: 3 TOP: Opening Directly NOT: Only Please answer the following questions about your conference facilities specifies the reason that you are writing and is an appropriate direct opening for your routine request. 6. Ryan Lewis has five questions to ask his reader in a routine information request letter. What is the best way to present these questions? a. As a separate enclosure b. In a bulleted or numbered list in the body of his letter c. In paragraph form in the body of his letter d. In a follow-up e-mail Register to View AnswerREF: pp. 135136 TYPE: App TOP: Providing Details in the Body DIF: 5 Chapter 6 Test Bank q 247 NOT: The best way to present a series of five questions is in a numbered or bulleted list in the body of the letter. Ryan should also be certain that his list is presented in parallel structure. 7. The body of a routine request letter should a. present details that explain your request. b. request action from the receiver. c. give deadline dates. d. reveal for the first time your reason for writing. Register to View AnswerREF: pp. 135136 TYPE: Con DIF: 3 TOP: Providing Details in the Body NOT: The body of a routine request should explain the request sufficiently. Include the details that allow the reader to understand and, perhaps, comply with your request. 8. End dates and specific actions in a routine request letter should be placed in the a. introduction. b. body. c. closing. d. enclosure line. Register to View AnswerREF: pp. 136137 TYPE: Con DIF: 3 TOP: Closing With Appreciation and an Action Request NOT: Use the final paragraph to ask for specific action, to set an end date if appropriate, and to express appreciation. Readers look for action information in your closing paragraph. 9. Which of the following would be the most effective closing statement in a routine action request letter? a. Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15. b. We hope you can get our work completed in a timely manner. c. Thanking you in advance for sending a copy of the contract for installation of a new HVAC system by April 1. d. I would appreciate receiving a copy of the contract for your proposed installation as soon as possible. Register to View AnswerREF: pp. 136137 TYPE: App DIF: 5 TOP: Closing With Appreciation and an Action Request NOT: Please send a contract for heating and ventilation work by April 1 asks for specific information and provides a clear end date with a reason for the end date; thus it is most effective. 248 Chapter 6 Test Bank 10. When you as a customer write to identify or correct a wrong, the letter is called a a. request for remediation. b. claim. c. justification. d. legal recourse. Register to View AnswerREF: p. 137 TYPE: Def DIF: 1 TOP: Direct Claims NOT: A claim letter is written when things go wrong. You as a customer would write the claim letter to identify or correct the wrong. 11. Amber is following the three-part plan to write a claim letter about a problem with her cell phone service. What should she put in her opening? a. A clear description of the desired action b. An explanation of the nature of her problem with the cell phone service c. A goodwill statement d. Details of the adjustment she desires Register to View AnswerREF: p. 137 TYPE: Con DIF: 3 TOP: Writing Plan for Direct Claims NOT: In opening her claim letter, Amber should provide a clear description of the desired action. Her explanation of the problem and details of the adjustment she desires should be presented in the body; her goodwill statement should be presented in the closing. 12. Which of the following openings is most appropriate for a direct claim letter? a. As a loyal customer of Amazon.com for three years, Ive been pleased with your past service. b. On February 23 I received a shipment of six books ordered on February 18 (Order No. 544558-15454). c. Please send me another copy of THINKING SKILLS FOR SUCCESS (ISBN 1-56118-048-3) to replace the damaged copy received on February 23. d. I was extremely disappointed to receive a damaged copy of THINKING SKILLS FOR SUCCESS in my most recent order. Register to View AnswerREF: p. 138 TYPE: App DIF: 5 TOP: Opening With a Clear Statement NOT: Since this is a simple claim request, not a persuasive one, an appropriate opening states the action you want the reader to take. Only Please send me another copy of THINKING SKILLS FOR SUCCESS (ISBN 1-56118-048-3) to replace the damaged copy received on February 23 clearly states the action in an appropriate tone. Chapter 6 Test Bank q 249 13. You can improve the effectiveness of a claim letter by a. using a few appropriately threatening words to get your point across. b. providing a detailed timeline of what happened and who is to blame for the problem. c. explaining the problem with necessary details. d. including a subtle reference to your attorney or to the Better Business Bureau. Register to View AnswerREF: p. 138 TYPE: Con DIF: 3 TOP: Explaining and Justifying NOT: The body of a direct claim letter should explain the problem, providing necessary details. Using threats and blaming people are not effective techniques. 14. Nadine is following the three-step writing plan for her direct claim letter. In the body of the letter, Nadine should a. assume the company understands her request without explanation. b. state that she will be filing a complaint with the Better Business Bureau. c. assume the company purposely tries to shortchange its customers. d. explain the problem and justify the request. Register to View AnswerREF: p. 138 TYPE: App DIF: 5 TOP: Explaining and Justifying NOT: To create an effective claim letter, Nadine should explain the problem and justify the request. *15. In the closing of a claim letter, you should a. justify and explain your request. b. promote goodwill and summarize your request. c. reference all copies of pertinent documents enclosed. d. warn the company that failure to comply could cause legal action. Register to View AnswerREF: p. 138 TYPE: App DIF: 5 TOP: Concluding With an Action Request NOT: To create an effective claim letter, you should put a statement of goodwill in the closing. You should also summarize your request. The justification, explanation, and reference to pertinent documents should be provided in the body of a claim letter. A warning of legal action is not appropriate. 16. To be safe in writing an information reply letter on company stationery, you should a. wait at least ten business days to allow any problem to subside. b. develop a plan to reduce the benefits offered for any claim resolution. c. gather facts, check figures, and receive any needed approvals. d. send all information replies on plain paper only. Register to View AnswerREF: p. 140 TYPE: Con TOP: Replies to Information Requests DIF: 3 250 Chapter 6 Test Bank NOT: Because any letter written on company stationery is considered a legally binding contract, you should gather facts, check figures, and seek approvals. Delaying responses, using only plain paper, and planning to reduce benefits offered are not typically actions needed. 17. In complying with a request, a business writer should include an opening that a. summarizes the readers claim and request. b. delivers the most important information first. c. explains and clarifies your position. d. requests more information prior to making a decision. Register to View AnswerREF: p. 140 TYPE: Con DIF: 3 TOP: Writing Plan for Direct Replies NOT: The writing plan for a direct reply specifies that you should deliver the most important information first. Since you are complying, you would not seek more information. Present your explanation in the body. 18. A subject line in an information response letter a. is mandatory . b. may refer to previous correspondence . c. must be written as a complete sentence. d. identifies the sender and his or her company. Register to View AnswerREF: p. 140 TYPE: Con DIF: 3 TOP: Summarizing in the Subject Line NOT:A subject line is optional. If it is used, it may refer to previous correspondence or may summarize the main idea. It does not identify the sender or the company. 19. Which of the following is the most effective opening sentence for an information response letter? a. I have before me your letter dated May 4, in which you sought information concerning... b. This is to inform you that we received your letter of May 4 seeking information about our multimedia presentation facilities. c. Yes, we can provide you with multimedia presentation facilities for your June 30 marketing conference. d. We are very eager to be your hosts! Register to View AnswerREF: p. 140 TYPE: App DIF: 5 TOP: Opening Directly NOT: An effective opening announces the good news promptly and directly. The choice that does this effectively is Yes, we can provide you with multimedia presentation facilities for your June 30 marketing conference. Chapter 6 Test Bank q 251 20. To answer a group of questions logically and to make the answers readable, a. number or bullet each one to improve skim value. b. develop long, thorough paragraphs to ensure understanding. c. answer several questions in each sentence to be concise. d. avoid clarifying statements, which could mean legal trouble. Register to View AnswerREF: p. 140 TYPE: Con DIF: 3 TOP: Arranging Information Logically NOT: If you are answering a group of questions or providing considerable data, you can make the presentation logical and readable by using bulleted or numbered lists. Other effective techniques include tables, headings, boldface, italics, and other graphic devices. They do not include long paragraphs or answers to several questions in each sentence. 21. When a company responds favorably to a customers claim, the response is called a/an a. satisfaction. b. affirmation. c. recovery. d. adjustment. Register to View AnswerREF: pp. 141142 TYPE: Def DIF: 1 TOP: Adjustment Letters NOT: A favorable response to a customers claim is called an adjustment. 22. Which of the following is the most appropriate opening for a letter granting a claim? a. We are very sorry to hear that you have experienced problems with our recently installed computer networking equipment. b. Thank you for your e-mail of December 1, in which you described the shortcomings of the Dataserve networking equipment. c. Although you did not purchase a service agreement for the computer networking equipment, we are willing to provide a one-time free service call. d. You will be contacted by our service department to schedule a maintenance call for your Dataserve networking equipment. Register to View Answer REF: p. 143 TYPE: App DIF: 5 TOP: Revealing Good News in the Opening NOT: An effective opening presents the good news immediately; it does not begin negatively, refer to previous communication, or include overused phrases. Only You will be contacted by our service department to schedule a maintenance call for your Dataserve networking equipment is an appropriate opening. 252 Chapter 6 Test Bank 23. In the body of your adjustment letter, one goal is to a. correct a wrong by doing whats right. b. prove your product or service is not defective. c. regain the upper hand in the discussion. d. use an indirect approach for explanations. Register to View AnswerREF: p. 145 TYPE: Con DIF: 3 TOP: Explaining Compliance in the Body NOT: One goal of the body of the adjustment letter is to correct a wrong by doing whats right. *24. Which of the following represents an appropriate apology for an adjustment letter? a. We understand your reliance on a high performance router and apologize for the incomplete installation of your DataServe router. b. I am sorry for any inconvenience we may have caused. c. We regret the error that caused the system failure you claim on your Dataserve router. d. It is unfortunate that your Dataserve router has failed, and we promise that this failure will not occur again. Register to View AnswerREF: p. 145 TYPE: App DIF: 5 TOP: Deciding Whether to Apologize NOT: If you choose to apologize, it should be sincere, appropriate, and brief. It should not use negative words such as error and failure that may further inflame customers nor should it make unrealistic promises such as will never occur again. We understand your reliance on a high performance router and apologize for the incomplete installation of your DataServe router is an appropriate apology. 25. The closing of an adjustment letter should a. guarantee that the problem will not recur if the customer continues doing business with you. b. express confidence in future business relations. c. assign blame to the responsible and department assure the reader that the department has been improved. d. remind readers of their responsibility in the product failure. Register to View AnswerREF: p. 146 TYPE: Con DIF: 3 TOP: Showing Confidence in the Closing NOT: It is not appropriate to guarantee that the problem will not recur, to blame other company employees, or to suggest that the readers are responsible. Instead, you should mention the product in a favorable light and express appreciation for the customers business. These strategies are both professional and appropriate. Chapter 6 Test Bank q 253 26. A recommendation letter is written to a. present the benefits of a new product or service to a customer. b. suggest an adjustment for a claim and recommend its implementation. c. evaluate a current or former employee. d. deny a claim and offer alternatives. Register to View AnswerREF: pp. 146147 TYPE: Con DIF: 3 TOP: Letters of Recommendation NOT: Most frequently, letters of recommendation are written to evaluate current or former employees. They may also be written to nominate people for awards and for membership in organizations, but they are not used to sell new products and services, to deny claims, or to present an adjustment and recommend its implementation. 27. Which of the following statements in a letter of recommendation would be most helpful to the company considering the job applicant? a. Juan is a conscientious and reliable employee. b. Juan prepares three compliance reports monthly with 99 to 100 percent accuracy. c. Juan regularly shows initiative and leadership qualities. d. Juans supervisor often mentions his diligence and perseverance. Register to View AnswerREF: pp. 146147 TYPE: App DIF: 5 TOP: Letters of Recommendation NOT: A helpful statement describes an employees traits and backs up the description with quantifiable, concrete evidence. The statement that does this effectively is Juan prepares three compliance reports monthly with 99 to 100 percent accuracy. 28. In the opening of a letter of recommendation, it is appropriate to a. name the candidate, identify the purpose, and explain the relationship of the writer. b. describe the candidates job performance and potential in specific terms. c. present an overall evaluation and encourage a phone call. d. indicate how you would rank this person in relation to others in similar positions. Register to View AnswerREF: p. 147 TYPE: Con DIF: 3 TOP: Identifying the Purpose in the Opening NOT: When writing a letter of recommendation, you should open by identifying the candidate, the purpose of the letter, and your relationship to the candidate. Job performance and potential are included in the body; and an overall evaluation, offer of a phone call, or ranking of the candidate occur in the closing. 254 Chapter 6 Test Bank *29. What is the best advice for writing goodwill messages? a. Focus the message solely on the sender. b. Make a good impression by giving a ready-made card instead of writing your own message. c. Send a goodwill message promptly. d. Send a goodwill message only to show appreciation for a gift or monetary award. Register to View AnswerREF: p. 149 TYPE: Con DIF: 3 TOP: Writing Winning Goodwill Messages NOT: A goodwill message should be written promptly. Other good advice includes the following: focus on the receiver, not the sender; be sincere, spontaneous, and specific, which can be done when you write your own message; and be concise. 30. Which of the following would be least effective in a sympathy note? a. We are deeply saddened, Nathan, to learn of the death of your wife. b. Rebeccas generous nature and volunteer efforts for the Red Cross endeared her to many. c. If we may help you or lighten your load in any way, you need only call. d. If I may be of any help, please do not hesitate to call me. Register to View AnswerREF: pp. 151152 TYPE: App DIF: 5 TOP: Sympathy NOT: One message lacks sincerity: If I may be of any help, please do not hesitate to call me. An effective sympathy note is sincere and uses words that show you understand what a crushing blow the misfortune is. True-False 1. Although companies send routine letters to suppliers, government agencies, and other businesses, the most important letters go to customers. Register to View AnswerREF: pp. 134135 TYPE: Con DIF: 3 TOP: Writing Effective Direct Business Letters NOT: Routine letters to customers receive high priority because these messages encourage product feedback, project a favorable image of the company, and promote future business. *2. Any explanation of why information is being requested should be placed in the introduction of an information request letter. Register to View AnswerREF: pp. 134135 TYPE: Con DIF: 3 TOP: Details in the Body NOT: A logical and courteous explanation belongs in the body of an information request letter, not in the introduction. 3. It is appropriate to begin an information request letter with a polite command or a summarizing statement. Chapter 6 Test Bank q 255 Register to View AnswerREF: p. 135 TYPE: Con DIF: 3 TOP: Opening Directly NOT: Your information request should begin directly with the most important question, a polite command, or a summarizing statement. 4. You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information request letter. Register to View AnswerREF: pp. 136137 TYPE: App DIF: 5 TOP: Closing With Appreciation and an Action Request NOT: This sentence is a clich; therefore, it would not be a good closing for any letter. 5. When a customer writes to identify or correct a wrong, the letter is called a claim. Register to View AnswerREF: p. 137 TYPE: Def DIF: 1 TOP: Direct Claims NOT: Letters written to identify or correct a wrong are claim letters. 6. Claims made by telephone are just as effective as claims made in writing. Register to View AnswerREF: p. 137 TYPE: Con DIF: 3 TOP: Direct Claims NOT: Written claims are often taken more seriously than claims made by telephone. And a written claim provides better documentation. 7. In a direct claim request, you begin with a statement of the desired action or a clear problem statement. Register to View AnswerREF: p. 138 TYPE: Con DIF: 3 TOP: Open With a Clear Statement NOT: Using the direct strategy for a claim request means that you begin with a statement of the desired action or a clear statement of the problem. 8. The writing plan for a direct claim includes four parts: opening, action statement, body, and complimentary close. Register to View AnswerREF: p. 137 TYPE: Con DIF: 3 TOP: Writing Plan for Direct Claims NOT: The writing plan for a direct claim includes three parts: opening, body, closing. 9. In closing a claim letter, you should promote goodwill and summarize the adjustment desired with a specific action request. Register to View Answer REF: p. 138 TYPE: Con DIF: 3 256 Chapter 6 Test Bank TOP: Conclude With Action Request NOT: An effective claim letter close includes promoting goodwill and summarizing the adjustment desired with an action request. 10. Be careful when responding to an inquiry because any letter written on company letterhead is considered a legally binding contract. Register to View AnswerREF: p. 140 TYPE: Con DIF: 3 TOP: Replies to Information Requests NOT: Because all letters written on company stationery are considered legally binding contracts, they should be written carefully. 11. You can improve your information response letter by using graphic devices such as lists, tables, headings, boldface, or italics. Register to View AnswerREF: p. 140 TYPE: Con DIF: 3 TOP: Arranging Information Logically NOT: If your information response letter has considerable data or several questions, using these graphic devices presents the information logically and makes it more readable. 12. I have here before me your inquiry letter of August 1 is an effective opening for an information reply letter. Register to View AnswerREF: p. 140 TYPE: App DIF: 5 TOP: Opening Directly NOT: Although this opening is frequently used, good business communicators begin forcefully and efficiently with openers such as Here is the information you wante d... 13. If we may be of further assistance is an effective example of closing pleasantly in an information reply letter. Register to View AnswerREF: p. 140 TYPE: App DIF: 5 TOP: Closing Pleasantly NOT: You should avoid this type of form-letter closing because everyone appreciates being recognized as an individual. Chapter 6 Test Bank q 257 *14. When a company receives a claim and decides to respond favorably, the letter is called an acceptance letter. Register to View AnswerREF: pp. 141142 TYPE: Def DIF: 1 TOP: Adjustment Letters NOT: When a company receives a claim and decides to respond favorably, the letter is called an adjustment letter. 15. A letter granting an adjustment or a claim should be arranged directly. Register to View AnswerREF: p. 142 TYPE: Con DIF: 3 TOP: Writing Plan for Adjustment Letters NOT: Because you are granting the adjustment, you are writing a good news letter that should use the direct strategy. 16. In responding favorably to a claim, the writer should immediately explain what went wrong before delivering the good news. Register to View AnswerREF: p. 143 TYPE: Con DIF: 3 TOP: Revealing Good News in the Opening NOT: Instead of beginning your response letter with a review of what went wrong, present the good news immediately. 17. When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately. Register to View AnswerREF: p. 145 TYPE: App DIF: 5 TOP: Explaining Compliance in the Body NOT: Words such as regret, misunderstanding, and unfortunately should be avoided because they are negative. Your goal is to create a message that is positive and upbeat. 18. Experts agree that it is essential to apologize to the customer in either the opening or closing of an adjustment letter. Register to View AnswerREF: p. 145 TYPE: Con DIF: 3 TOP: Deciding Whether to Apologize NOT: Whether to apologize is a debatable issue. Although studies show that the majority of adjustment letters do contain apologies, attorneys generally discourage apologies fearing the apologies will trigger lawsuits. 19. Managers are obligated to write recommendation letters for current and former employees. Register to View Answer REF: pp. 146147 TYPE: Con DIF: 3 258 Chapter 6 Test Bank TOP: Letters of Recommendation NOT: Letters of recommendation are generally voluntary. Some businesspeople today refuse to write recommendation letters for former employees because they fear lawsuits. 20. Writers of recommendation letters should include global statements of job competence such as She was careful, accurate, and efficient. Register to View AnswerREF: p. 147 TYPE: App DIF: 5 TOP: Providing Evidence in the Body NOT: Employers prefer definite, task-related descriptions such as She produced error-free documents for three managers on a daily basis. 21. Messages that offer thanks, recognition, or sympathy are called goodwill messages. Register to View AnswerREF: p. 149 TYPE: Con DIF: 3 TOP: Writing Winning Goodwill Messages NOT: Goodwill messages are used to express thanks, recognition, or sympathy. *22. A personally written message will have much more impact on your reader than a ready-made card. Register to View AnswerREF: p. 149 TYPE: Con DIF: 3 TOP: Writing Winning Goodwill Messages NOT: The personal sentiments of the sender are always more expressive and more meaningful to readers than are ready-made greeting cards. 23. In expressing thanks or appreciation, you should generally write a short note on special notepaper or heavy card stock. Register to View AnswerREF: pp. 149150 TYPE: Con DIF: 3 TOP: Thanks NOT: Thank-you notes should be personal, specific, and brief. This makes special note paper or heavy card stock an ideal medium. 24. When responding to a letter of congratulations, you should appear humble by minimizing your achievements or suggesting that the sender has exaggerated your good qualities. Register to View AnswerREF: p. 150 TYPE: Con DIF: 3 TOP: Goodwill Response NOT: Your response to a goodwill message should offer appreciation. It should not minimize your achievements, suggest that you dont deserve praise, or imply that the sender has exaggerated your good qualities. 25. In writing a sympathy message, never look at commercially prepared cards because your ideas should be personal and fresh. Chapter 6 Test Bank q 259 Register to View AnswerREF: pp. 151152 TYPE: Con DIF: 3 TOP: Sympathy NOT: To help you get started, you may glance through commercially prepared cards expressing sympathy. They will give you ideas about the kinds of thoughts you might wish to convey in your own words. Fill-in-the-Blank 1. Business ___________ are important when a permanent record is required or formality is necessary. ANS: letters REF: pp. 134135 TYPE: Con DIF: 3 TOP: Writing Effective Direct Business Letters NOT: Business letters are important when permanency and formality are necessary. 2. Most letters that carry good or neutral news should follow the ___________ strategy. ANS: direct REF: pp. 134135 TYPE: Con DIF: 3 TOP: Writing Effective Direct Business Letters NOT: Use the direct strategy for good news or neutral news letters. 3. The _______________ is the third part of the writing plan for a direct request for information in which you request a specific action with an end date and show appreciation. ANS: closing REF: p. 135 TYPE: Def DIF: 1 TOP: Writing Plan for Direct Requests for Information or Action NOT: The third part of the writing plan for routine business letters, including a direct request for information, is called the closing. 4. When a customer must write to identify or correct a problem, the letter is called a(n) _____________. ANS: claim REF: p. 137 TYPE: Def DIF: 1 TOP: Direct Claims NOT: Letters that identify or correct a problem are claim letters. 5. Many direct reply letters use a(n) _____________ line, which identifies previous correspondence and/or refers to the main idea. ANS: subject REF: p. 140 TYPE: Def DIF: 1 TOP: Writing Plan for Information Replies 260 Chapter 6 Test Bank NOT: The subject line in a direct reply letter is optional. If it is used, it should identify previous correspondence and/or refer to the main idea. 6. When a company receives a claim and decides to respond favorably, the letter is called a(n) ___________ letter. ANS: adjustment REF: pp. 14142 TYPE: Def DIF: 1 TOP: Adjustment Letters NOT: A favorable response to a claim is the adjustment letter. 7. If an organization decides to explain compliance in responding to a customers claim, it should be done in the ___________ of the letter. ANS: body REF: p. 145 TYPE: Con DIF: 3 TOP: Explaining Compliance in the Body NOT: Details, explanations, and justifications are presented in the body of routine business letters. 8. A letter written to nominate people for awards or to evaluate present or former employees is called a(n) _____________. ANS: recommendation REF: p. 146147 TYPE: Def DIF: 1 TOP: Letter of Recommendation NOT: To nominate someone for an award or to evaluate an employee, you write a recommendation letter. 9. ___________ messages carry good wishes, warm feelings, and sincere thoughts to friends, customers, and employees. ANS: Goodwill REF: p. 149 TYPE: Def DIF: 1 TOP: Writing Winning Goodwill Messages NOT: You convey good wishes, warm feelings, and sincere thoughts to others in a goodwill message. Chapter 6 Test Bank q 10. _____________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail. ANS: Sympathy REF: pp. 151152 TYPE: Def DIF: 1 TOP: Sympathy NOT: A message that refers sensitively to a death or misfortune and offers assistance is a sympathy note. 261
MOST POPULAR MATERIALS FROM ENG 310
MOST POPULAR MATERIALS FROM ENG
MOST POPULAR MATERIALS FROM Nicholls State