Chapter 6

1. Which of the following is NOT an advantage of the deductive sequence approach for a good-
news message?
A. The first sentence receives attention since it is in an emphatic position.
B. The good news in the first sentence puts receivers in a good frame of mind.
C. The organization is persuasive and calls for action.
D. The receiver can understand the important idea and skim the supporting details.
Points Earned: 0/1
Correct Answer: C
Your Response: B
2. Claims related to product warranties, guarantees, or contractual conditions are typically ____
claims.
A. persuasive
B. deductive
C. routine
D. good-news
Points Earned: 1/1
Correct Answer: C
Your Response: C
3. After consideration of a customer’s request for a partial product refund due to repeated
repairs, you have determined that you should comply. Which of the following is NOT part of
your effective adjustment message?
A. A fair response to a legitimate request
B. A statement that “the claim is being granted”
C. Resale or sales promotional material
D. An attempt to regain possible lost goodwill
Points Earned: 1/1
Correct Answer: B
Your Response: B
4. You have been asked to provide a credit reference for a customer. Which of the following
will be part of your written response?
A. Your opinions about the customer
B. A statement as to whether the client is a good credit risk
C. A general statement about the client’s credit history, followed by supporting details
D. All of the above
 Points Earned: 1/1
Correct Answer: C
Your Response: C
5. Manuel, a credit supervisor, has decided to write a letter informing a new client that her
credit application has been approved. What writing sequence should he use?
A. Persuasive since he needs to confirm her choice of his company’s products
B. Inductive because he needs to give her an explanation first
C. Deductive because he needs to give her the good news at the beginning of his message
D. None of the above
Points Earned: 0/1
Correct Answer: C
Your Response: A
6. Which of the following is recommended advice when writing an appreciation message?
A. Time the message to arrive two to three weeks following the action or event.
B. Use slight exaggerations to communicate your favorable attitude.
C. Avoid specific remarks about the receiver’s performance or achievement.
D. Send a copy of the appreciation message to the individual’s supervisor.
Points Earned: 0/1
Correct Answer: D
Your Response: B
7. In writing a routine claim, how would the message be structured?
A. The message should begin with a request for action.
B. The message should begin with the details and explanation.
C. The message should begin with an expression of appreciation for the customer’s business.
D. None of the above
Points Earned: 0/1
Correct Answer: A
Your Response: B
8. The following guidelines for writing messages extending credit are true EXCEPT:
A. the writer should include the credit terms.
B. the writer should include the payment date and penalty fee for a late payment.
C. the writer should omit any mention of sales promotion or resale.
D. the writer should state the basis for extending the credit.
Points Earned: 1/1
Correct Answer: C
Your Response: C
 9. A procedural message may be ineffective if it
A. uses active voice and action verbs.
B. numbers each step of the procedure in order of completion.
C. uses a flow chart to show complex procedures.
D. is not pilot tested by colleagues and other employees.
Points Earned: 0/1
Correct Answer: D
Your Response: B
10. Which of the following are the most frequently used methods of communicating
standard operating procedures and other instructions to employees?
A. Memos and email messages
B. Face-to-face meetings
C. Phone conversations
D. Reports and letters
Points Earned: 0/1
Correct Answer: A
Your Response: B

1. Business messages should be organized based on

A. a prediction of the receiver’s reaction to the main idea.
B. the deductive sequence.
C. the inductive sequence.
D. a reflection of the writer’s mood and personality.
Points Earned: 1/1
Correct Answer: A
Your Response: A
2. A procedural message may be ineffective if it
A. uses active voice and action verbs.
B. numbers each step of the procedure in order of completion.
C. uses a flow chart to show complex procedures.
D. is not pilot tested by colleagues and other employees.
Points Earned: 0/1
Correct Answer: D
Your Response: C
3. The strategies for structuring effective good- and neutral-news messages
 A. follow the inductive sequence.
B. vary dramatically from one company to another.
C. can generally be applied to cultures around the world.
D. are generally consistent among North American audiences.
Points Earned: 0/1
Correct Answer: D
Your Response: C
4. Ola Jensen has placed her first order with your company. What is the BEST method to let her
know you received her order?
A. Send her a preprinted form letter acknowledging the order.
B. Send her a copy of the sales order.
C. Send her sales promotional material.
D. Send her an individualized acknowledgment message about her order.
Points Earned: 0/1
Correct Answer: D
Your Response: B
5. Claims related to product warranties, guarantees, or contractual conditions are typically ____
claims.
A. persuasive
B. deductive
C. routine
D. good-news
Points Earned: 1/1
Correct Answer: C
Your Response: C