Chapter 8 Test

1.

1 point

If you're dissatisfied with a company's product or service, you have the right to file a claim (a formal complaint) and request an adjustment (settlement of your claim). When you request an adjustment, keep in mind that asking the company to assess your claim and then propose a fair solution to the problem is

always more effective than proposing a solution of your own.

feasible only if you have hired legal counsel.

helpful when you are uncertain about the exact nature of the problem.

effective with small companies only.

2.

1 point

When closing a direct request, you should

request a specific response and mention the time limits.

thank the reader in advance for helping you.

mention your own qualifications or status.

downplay the significance of what you are asking.

3.

1 point

In a positive message, present the main idea

in the last sentence of the letter.

in the first sentence of the middle paragraph.

right at the beginning of the letter.

at the end of the middle paragraph.

4.

1 point

In the final section of a request message, you should thank the reader in advance for cooperating.

True

False

5.

1 point

Writing "thank you in advance" at the close of a routine request

is best to avoid, since many people find it presumptuous.

is most effective when you end the statement with an exclamation point.

will guarantee a positive response.

is courteous and effective.

6.

1 point

When offering compliments in a goodwill message, you should

use over-the-top metaphors and lavish praise.

offset them with negative comments about other employees.

be sure to back them up with specific points.

keep them general and non-specific.

7.

1 point

Most simple requests can be handled by explaining

what you want to know.

why it may be in your readers' interest to help you.

why you're making the request.

what you want your audience to do.

all of the above.

8.

1 point

To preserve your company's reputation, messages granting customer requests for adjustment should always imply that the customer was at fault.

True

False

9.

1 point

When you're writing a message of appreciation,

help readers understand how hard you've struggled to succeed.

focus on panoramic statements about today's global workplace

avoid mentioning specific circumstances.

try to mention the names of those whom you want to praise.

10.

1 point

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say; therefore, you can use the ________ with a routine reply or positive message.

resistant to, indirect approach

in tune with, indirect approach

skeptical of, direct approach

interested in, direct approach

11.

1 point

If you are sending an informative memo to employees about policy statements or procedural changes, you should

use the indirect approach.

make the subject line as ambiguous as possible, so that they will be more likely to read the memo.

assume that employees will have a negative response.

use the body of the message to provide all the necessary details.

12.

1 point

When making a routine request, you should

assume that the audience will comply.

use the inductive plan.

demand immediate action.

assume that the audience will not comply.

13.

1 point

Refusing to write a recommendation letter

is the best option if a candidate has serious shortcomings.

is unnecessary, since you can simply "forget" to write one if you decide against it.

is unethical, even if you have misgivings about the candidate.

is more risky than writing a negative letter.

14.

1 point

Including a deadline in the close of a request

helps the audience understand exactly what you want.

will offend your audience, unless they are your subordinates.

is effective only when you explain the consequences of failing to meet it.

is rude and unprofessional.

15.

1 point

Which of the following would be the best opening for a routine request?

Hopefully, this will not be too much trouble for you.

Please send me a summary of last month's east region sales data.

I am very sorry to ask you to do this.

As soon as you get this, send me last month's sales data.