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.
ANS: c
REF: 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
ANS: d
REF: 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
ANS: b
REF: 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.
ANS: c
REF: 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.
ANS: a
REF: 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
ANS: b
REF: 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.
ANS: a
REF: 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.
ANS: c
REF: 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.
ANS: a
REF: 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.
ANS: b
REF: 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
ANS: a
REF: 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.
ANS: c
REF: 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.
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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.
ANS: c
REF: 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.
ANS: d
REF: 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.
ANS: b
REF: 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.
ANS: c
REF: 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.
ANS: b
REF: 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.
ANS: b
REF: 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!
ANS: c
REF: 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.
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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.
ANS: a
REF: 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.
ANS: d
REF: 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.
ANS: d
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.
ANS: a
REF: 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.
ANS: a
REF: 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.
ANS: b
REF: 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.
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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.
ANS: c
REF: 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.
ANS: b
REF: 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.
ANS: a
REF: 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.
ANS: c
REF: 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.
ANS: d
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
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ANS: T
REF: 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.
ANS: F
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
ANS: T
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.
ANS: T
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
ANS: F
REF: 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.
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*14. When a company receives a claim and decides to respond favorably, the letter is
called an acceptance letter.
ANS: F
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
ANS: F
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.
ANS: F
REF: 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.
ANS: T
REF: 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.
ANS: T
REF: 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.
ANS: T
REF: 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.
ANS: F
REF: 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.
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ANS: F
REF: 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