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Business Communication Essentials, 8e (Bovee/Thill)
Chapter 7 Writing Routine and Positive Messages
1) When developing a direct message, where should you make your main idea?
A) In the closing paragraph
B) At the beginning of the message
C) After offering reasons why you need to make the request
D) At the end of the middle paragraph
E) After an introductory paragraph that introduces yourself and your role in the organization
Answer: B
Explanation: With routine requests, you can make your request at the beginning of the message.
Just be sure to be clear and courteous.
Learning Obj: LO: 7.1: Outline an effective strategy for writing routine business requests.
Difficulty: Moderate
Question Cat.: Application
AACSB: Written and oral communication
2) When preparing a routine request, what approach is most appropriate to use?

A) Persuasive
B) Indirect approach
C) Bulleted facts
D) Direct approach
E) Social media
Answer: D
Explanation: Like all other business messages, routine requests have three parts: an opening, a
body, and a close. Using the direct approach, open with your main idea, which is a clear
statement of your request. Use the body to give details and justify your request, then close by
requesting specific action.
Difficulty: Easy
Question Cat.: Concept
3) Which of the following shows the best use of tone when writing a routine request?
A) "I need a copy of the budget."
B) "Send me the latest version of the budget."
C) "Can I have the budget by Tuesday?"
D) "I need you to email the budget immediately."
E) "Please send me a copy of the budget."
Answer: E
Explanation: Pay attention to tone. Instead of demanding action ("Send me the latest version of
the budget spreadsheet"), show respect by using words such as "please" and "I would
appreciate."
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Copyright © 2019 Pearson Education, Inc.
4) When determining the format for a message, a direct approach would work best under which
conditions?
A) The audience will likely comply.
B) The audience might be upset with the news.
C) The audience has little time to read an explanation before reading the news.
D) The audience will probably not agree with the news.
E) The audience has little understanding of the reason for writing.
Answer: A
Explanation: Assume that your audience will comply. Because the request is routine, you can
generally assume that your readers will comply when they clearly understand the reason for your
request.
5) Which of the following will improve the likelihood of getting the desired response?
A) Ask the audience for their feelings on the topic.
B) State exactly what you want.
C) Explain to the audience what you are working on and ask for their help.
D) Tell the audience how the information will be used.
E) Tell the audience who the information will be forwarded to.
Answer: B
Explanation: Be specific. State precisely what you want. For example, if you request the latest
market data from your research department, be sure to say whether you want a 1-page summary
or 100 pages of raw data.
6) In a direct request, where is the request explained in detail?

A) In the opening line of the communication
B) In the opening paragraph of the communication
C) In the body of the communication
D) Repeated several times throughout the entire communication
E) At the close of the communication
Answer: C
Explanation: Use the body of your message to explain your request, as needed. Make the
explanation a smooth and logical outgrowth of your opening remarks. If complying with the
request could benefit the reader, be sure to mention that.
2
7) Which of the following is the best way to handle multiple requests when responding to
requests from a reader?
A) Send a new message for each request.
B) Use a new paragraph in the body of the message for each request.
C) Discuss the most important request first in the body of the message.
D) Put all the requests in one long paragraph.
E) List the request on an additional page.
Answer: C
Explanation: If you have multiple requests or questions, ask the most important questions first
and deal with only one topic per question. If you have an unusual or complex request, break it
down into specific, individual questions so that the reader can address each one separately. This
consideration not only shows respect for your audience's time but also gets you a more accurate
answer in less time.
8) Telling the audience about relevant deadlines and how you can be reached should be done in
which section of the direct formatted message?
A) Opening paragraph
B) Immediately after the explanation of what you want
C) In the body of the message
D) In the closing paragraph of the message
E) In the paragraph above the close that explains information relating to your request
Answer: D
Explanation: Close your message with three important elements: (1) a specific request that
includes any relevant deadlines, (2) information about how you can be reached (if it isn't
obvious), and (3) an expression of appreciation or goodwill.
3
9) What should you do when developing a routine request or a positive message?
A) Slowly build up to the request or main idea
B) Not assume that your audience will comply
C) Demand action to ensure compliance
D) Be non-specific when stating what you want
E) State precisely what you want
Answer: E
Explanation: You should begin routine requests by placing your initial request up front, where
it stands out and gets the most attention. Of course, getting right to the point should not be
interpreted as license to be abrupt or tactless. You should pay attention to tone. Instead of
demanding action, soften your request with words such as "please" and "I would appreciate."
10) How should a routine request begin?

A) With a clear statement of request
B) With a buffer that builds up to the main request
C) With a justification for the request
D) With an attention-getting statement, fact or question
E) With the phrase "thank you" or similar words of appreciation
Answer: A
Explanation: Making requests is a routine part of business. In most cases, your audience will be
prepared to comply. Therefore, using the direct approach, open with your main idea, which is a
clear statement of your request. Use the body to give details and justify your request, then close
by requesting specific action.
11) When should you use a routine request format?

A) When using a demanding tone to ensure compliance
B) When assuming that your audience will comply
C) When spelling out exactly what you want
D) When first offering a justification for the request
E) When beginning with the phrase "thank you in advance"
Answer: B
prepared to comply, as long as you're not being unreasonable.
4
12) When making a routine request, what should the writer do in the body of the message?
A) Put the most important request at the end.
B) Explain and justify the request.
C) Address all topics in one question.
D) Offer apologies for any inconvenience caused.
E) Include contact information.
Answer: B
Explanation: Use the body of your message to explain your request. Make the explanation a
smooth and logical outgrowth of your opening remarks. If complying with the request could
benefit the reader, be sure to mention that.
13) How should multiple requests or questions in one message be addressed?

A) Address all topics in one question.
B) Offer apologies for any inconvenience caused.
C) Start with the most important question.
D) Do not assume the audience will comply.
E) Limit the number of requests or questions to three.
Answer: C
Explanation: Use the body of your message to explain your request. The most important
question or request should be first, working back to the least important. To help expedite the
response to your request, ask only questions that are central to your main request.
Difficulty: Easy
14) What should be done when explaining and justifying the routine request in the body of the
message?
A) Address multiple topics in one question.
B) Offer apologies for the inconvenience.
C) Put the most important question last.
D) Offer incentive for the audience to comply.
E) Break down complex requests into specific questions.
Answer: E
Explanation: If you have an unusual or complex request, break it down into specific, individual
questions so that the reader can address each one separately. This consideration not only shows
respect for your audience's time but also gets you a more accurate answer in less time.
Difficulty: Easy
5
15) What should the close of a routine request include?
A) A sincere apology for the inconvenience caused
B) An explanation or justification for the request
C) The phrase "Thank you in advance" to ensure compliance
D) Information about how you can be reached
E) Questions that will help the organization of the message
Answer: D
Explanation: Request messages should be closed with a request for some specific action,
information about how you can be reached, and an expression of appreciation. Concluding your
note with "Thank you" or "Thanks for your help" is fine, although "Thank you in advance" is
considered stuffy and presumptuous.
Difficulty: Easy
16) The close of the routine request should include what?

A) A sincere apology for the inconvenience caused
B) Explanations and justifications for the request
C) The phrase "thank you in advance" to ensure compliance
D) A specific request that includes any relevant deadlines
E) Questions that will help you organize the message
Answer: D
Explanation: Close your message with three important elements: (1) a specific request that
includes any relevant deadlines, (2) information about how you can be reached (if it isn't
obvious), and (3) an expression of appreciation or goodwill.
Difficulty: Easy
17) How should routine replies and positive replies close?

A) With a sincere apology for the trouble caused
B) With an expression of appreciation or goodwill
C) With a detailed explanation of the request
D) With a mention of the consequences of noncompliance
E) With information about the negative aspects of the request, if any
Answer: B
Explanation: Your message is more likely to succeed if it leaves your readers with the feeling
that you have their best interests in mind. You can accomplish this by highlighting a benefit to
the audience or by expressing appreciation or goodwill.
6
18) When writing a routine request, it is always good manners to thank the reader in advance for
their cooperation.
Answer: FALSE
Explanation: Conclude your message by sincerely expressing your goodwill and appreciation.
However, don't thank the reader "in advance" for cooperating; many people find that
presumptuous.
Difficulty: Easy
19) An effective use of a routine message would be to supply product operation support.
Answer: TRUE
Explanation: Much of your daily business communication will involve routine and positive
messages, including routine requests for information or action, replies on routine business
matters, and positive messages such as good-news announcements and goodwill messages, from
product operation hints and technical support to refunds and ordering glitches.
20) Most audiences will comply with a routine message if they feel the writer is not being
unreasonable.
Answer: TRUE
prepared to comply, as long as you're not being unreasonable or asking people to do something
they would expect you to do yourself. By applying a clear strategy and tailoring your approach to
each situation, you'll be able to generate effective requests quickly.
Difficulty: Easy
21) With a direct approach the writer opens with details and justification of the request, moves to
the actual request and ends by requesting specific action.
Answer: FALSE
Explanation: Using the direct approach, open with your main idea, which is a clear statement of
your request. Use the body to give details and justify your request, then close by requesting
specific action.
Difficulty: Easy
7
22) Unusual or complex requests should be broken down into individual and specific questions.
Answer: TRUE
Explanation: If you have multiple requests or questions, ask the most important questions first
and deal with only one topic per question. If you have an unusual or complex request, break it
down into specific, individual questions so that the reader can address each one separately. This
consideration not only shows respect for your audience's time but also gets you a more accurate
answer in less time.
Difficulty: Easy
23) Discuss effective strategies for writing routine business requests.

Answer: Like all other business messages, routine requests have three parts: an opening, a
body, and a close. Using the direct approach, open with your main idea, which is a clear
statement of your request. Use the body to give details and justify your request, then close by
requesting specific action.
Begin routine requests by placing your initial request first; up front is where it stands out and
gets the most attention. Pay attention to tone. Soften your request with words such as please.
Assume that the audience will comply. State precisely what you want.
Use the body of your message to explain your request. If complying with the request could
benefit the reader, be sure to mention that. You can also use the body to ask questions that will
help you organize the message and help your audience identify the information you need. Place
the most important question or request first, ask only relevant questions, and deal with only one
topic per question.
Close your message with three important elements: (1) a specific request that includes any
relevant deadlines, (2) information about how you can be reached (if it isn't obvious), and (3) an
expression of appreciation or goodwill.
24) Explain how to develop a strong close for a routine request.

Answer: Close your message with three important elements: (1) a specific request that includes
any relevant deadlines, (2) information about how you can be reached (if it isn't obvious), and (3)
an expression of appreciation or goodwill. For example: "Please send the figures by April 5 so
that I can return first-quarter results to you before the April 15 board meeting. I appreciate your
help." Conclude your message by sincerely expressing your goodwill and appreciation.
However, don't thank the reader "in advance" for cooperating; many people find that
presumptuous.
8
25) Discuss how to develop the body of routine requests and the benefits of a well-developed
message.
Answer: Making requests is a routine part of business. In most cases, your audience will be
prepared to comply, as long as you're not being unreasonable or asking people to do something
they would expect you to do yourself. By applying a clear strategy and tailoring your approach to
each situation, you'll be able to generate effective requests quickly. Use the body of your
message to explain your request, as needed. Make the explanation a smooth and logical
outgrowth of your opening remarks. If complying with the request could benefit the reader, be
sure to mention that. If you have multiple requests or questions, ask the most important questions
first and deal with only one topic per question. If you have an unusual or complex request, break
it down into specific, individual questions so that the reader can address each one separately.
This consideration not only shows respect for your audience's time but also gets you a more
accurate answer in less time.
Question Cat.: Synthesis
26) Which of the following is not considered a routine and positive message?
A) Technical support
B) Rejecting suggestions and proposals
C) Replies to routine business matters
D) Good news announcement
E) Thank you notes
Answer: B
Explanation: Much of your daily business communication will involve routine and positive
messages, including routine requests for information or action, replies on routine business
matters, and positive messages such as good-news announcements and goodwill messages, from
product operation hints and technical support to refunds and ordering glitches.
Learning Obj: LO: 7.2: Describe three common types of routine requests.
9
27) The opening of a good news message should contain what?
A) Reasons for your decision
B) Explanation of your request
C) A clear statement of the request
D) Request for specific action
E) Justification for the message
Answer: C
Explanation: Like all other business messages, routine requests have three parts: an opening, a
body, and a close. Using the direct approach, open with your main idea. Use the body to give
details and justify your request, then close by requesting specific action.
28) Which of the following is a common use of a routine message?

A) Making claims and requesting adjustments
B) Refusing to make a recommendation
C) Determining fault for a missed deadline
D) Developing a marketing pitch
E) Asking for a pay increase during difficult economic times
Answer: A
Explanation: The most common types of routine messages are asking for information or action,
asking for recommendations, and making claims and requesting adjustments.
29) Which of the following is a common element in a request for information or action?
A) Your position within the organization
B) What will happen if the reader doesn't supply the information
C) What you want to know or what you want the reader to do
D) Who is being copied on the request
E) How you want the response to be formatted
Answer: C
Explanation: Routine requests can have up to three basic elements: What you want to know or
what you want your readers to do, why you're making the request (not required in all cases), and
why it may be in your readers' interest to help you (not applicable in all cases).
Difficulty: Easy
10
30) When seeking a recommendation before awarding a contract, what type of information is
least likely to be needed from an applicant?
A) Information on skills
B) Information on abilities
C) Information on integrity
D) Information on credit worthiness
E) Information on character
Answer: D
Explanation: For example, before extending credit or awarding contracts, jobs, promotions, or
scholarships, companies often ask applicants to supply references. Companies ask applicants to
list references who can vouch for their ability, skills, integrity, character, and fitness for the job.
31) Requests for recommendations are generally organized using what approach?
A) Question and answer
B) Direct
C) Indirect
D) Persuasive
E) Free form
Answer: B
Explanation: Requests for recommendations and references are routine, so you can organize
your inquiry using the direct approach. Open your message by clearly stating why the
recommendation is required (if it's not for a job, be sure to explain its purpose) and that you
would like your reader to write the letter.
32) Which of the following is a key point when providing sources for recommendations?
A) The indirect approach for requests should be used.
B) Avoid stating why the recommendation is required.
C) Always ask permission before using someone as a reference.
D) Always offer to pay the person for their time in writing the reference.
E) Avoid pressuring the receiver by mentioning a deadline.
Answer: C
Explanation: Before you volunteer someone's name as a reference, ask permission to do so.
Some people don't want you to use their names, perhaps because they don't know enough about
you to feel comfortable writing a letter or because they or their employers have a policy of not
providing recommendations.
11
33) When developing a routine request for a recommendation, what should go in the body of the
message?
A) Why the writer wants the position
B) An expression of appreciation
C) Information the recipient needs to write the recommendation
D) A clear statement of your request
E) The purpose of the needed recommendation
Answer: C
Explanation: Use the body of the request to list all the information the recipient would need to
write the recommendation, including the full name and address or email address of the person to
whom the recommendation should be sent. Consider including an updated résumé if you've had
significant career advancement since your last contact.
34) When making a claim to a company, what is the purpose of the message?
A) To demand a settlement of the claim
B) To write a formal complaint
C) To suggest how a product or service could be improved
D) To provide a goodwill gesture, allowing the company to improve the product
E) To indicate further steps will be taken if demands are not met
Answer: B
Explanation: 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). In either case, it's
important to maintain a professional tone in all your communication, no matter how angry or
frustrated you are. Keeping your cool will help you get the situation resolved sooner.
12
35) When asking for an adjustment from a company, what is being asked for?
A) The settlement of a claim
B) An opportunity to file a formal complaint
C) An opportunity to suggest how a product or service could be improved
D) An explanation of how the problem was allowed to occur
E) A discount on a product or service
Answer: A
frustrated you are. Keeping your cool will help you get the situation resolved sooner.
36) When writing for a claim or adjustment, what should be included in the opening paragraph?
A) A desire to find a solution
B) An offering of supporting documentation such as receipts
C) A request for specific action
D) A statement of the problem and your request
E) The remedy being sought
Answer: D
Explanation: Open with a clear and calm statement of the problem along with your request. In
the body, give a complete, specific explanation of the details.
Difficulty: Easy
37) When writing for a claim or adjustment, what should be included in the closing paragraph?
A) Specific explanation of reason for the claim
B) An offering of supporting documentation such as receipts
C) A request for specific action
D) A statement of the problem
E) The outcome of noncompliance
Answer: C
Explanation: In your close, politely request specific action or convey a sincere desire to find a
solution.
Difficulty: Easy
13
38) Which of the following should a writer do when developing routine requests for
recommendation?
A) Use the direct approach for the request.
B) Avoid stating why the recommendation is required.
C) Offer to write the letter and have the referee sign it.
D) Offer to pay for the favor of writing recommendation.
E) Avoid pressuring the receiver by mentioning a deadline.
Answer: A
your inquiry using the direct approach.
Difficulty: Easy
39) What should be accomplished in the opening of a request for a recommendation?

A) The deadline for sending the letter should be mentioned.
B) The reader's memory of the relationship he/she had with the person referred should be
triggered.
C) The full name and address of the person to whom the letter should be sent should be obvious.
D) An offer to pay for the service rendered should be included.
E) A neutral buffer statement or statements should be included.
Answer: B
recommendation is required and that you would like your reader to write the letter. If you haven't
had contact with the person for some time, use the opening to trigger the reader's memory of the
relationship you had, the dates of association, and any special events that might bring a clear and
favorable picture of you to mind.
14
40) What should the opening of a request for recommendation do?
A) Contain a sincere apology for the trouble caused
B) Clearly state why the recommendation is required
C) Include an offer to pay for the service rendered
D) Include the full name and address of the person to whom the letter should be sent
E) Contain a neutral buffer
Answer: B
recommendation is required and that you would like your reader to write the letter.
41) Which of the following should be included in the body of a request for a recommendation?
A) The full name and address of the person to whom the letter should be sent
B) Reasons for your request
C) An offer to pay for the service rendered
D) A sincere apology for the trouble caused
E) An expression of appreciation
Answer: A
Explanation: Use the body of a request for recommendations to list all the information the
recipient would need in order to write the recommendation, including the full name and address
of the person to whom the letter should be sent.
Difficulty: Easy
42) How should a request for a recommendation close?

A) With the full name and address of the person to whom the letter should be sent
B) With a complete career summary
C) With a website link for viewing a résumé
D) With a statement that triggers the reader's memory of the relationship you had
E) With an expression of appreciation
Answer: E
Explanation: When writing a request for recommendation, close your message with an
expression of appreciation. When asking for an immediate recommendation, you should also
mention the deadline. Always be sure to enclose a stamped, preaddressed envelope as a
convenience to the other party, if you are requesting a printed version of the recommendation.
Difficulty: Easy
15
43) If a recommendation is needed quickly, where should that information be indicated?
A) In the opening paragraph
B) In the closing section
C) In the justification section
D) In the body of the request
E) In a postscript
Answer: D
Explanation: Use the body to provide information that will make it easy for the recipient to
comply with your request. When asking for an immediate recommendation, you should also
mention the deadline.
44) When making claims or requesting adjustments, you should do what?

A) Avoid revealing your contact information.
B) Use the indirect approach.
C) Always maintain a professional tone.
D) Leave the specific course of action to the reader.
E) Warn the reader of the consequences of inaction.
Answer: C
claim or request an adjustment. In either case, it's important to maintain a professional tone in all
your communication, no matter how angry or frustrated you are. Keeping your cool will help you
get the situation resolved sooner. In most cases, and especially in your first message, assume that
a fair adjustment will be made and use a direct request.
16
45) When making claims or requesting adjustments, which of the following would be the most
effective?
A) Warn the reader of the consequences of inaction.
B) Apologize for the inconvenience caused.
C) Clearly convey your anger and frustration.
D) Be professional, no matter how angry or frustrated you are.
E) Use the indirect approach.
Answer: D
claim or request an adjustment. In either case, it's important to maintain a professional tone in all
your communication, no matter how angry or frustrated you are. Keeping your cool will help you
get the situation resolved sooner.
46) When making claims or requesting adjustments, what should be included in the opening?
A) An apology for the inconvenience caused
B) A straightforward statement of the problem
C) A neutral buffer statement
D) An expression of your anger and frustration
E) A complete and specific explanation of the details of the problem
Answer: B
claim or request an adjustment. In most cases, and especially in your first message, assume that a
fair adjustment will be made and use a direct request. Open with a straightforward statement of
the problem.
17
47) Which of the following should be included in the body of your routine message when
making claims or requesting action?
A) An expression of your anger and frustration
B) A warning to the reader of the consequences of inaction
C) An apology for the inconvenience caused
D) A request for specific action
E) Complete and specific explanation of the details
Answer: E
Explanation: In the body of a request making a claim or requesting adjustments, you should
give a complete, specific explanation of the details; provide any information an adjuster would
need to verify your complaint.
Difficulty: Easy
48) Which of the following is a guideline for making effective claims or requesting adjustments?
A) Always close with a sincere apology for the inconvenience caused.
B) Clearly convey your anger and frustration through your message.
C) Avoid giving a detailed explanation of your claim in the message.
D) Be prepared to back up your claim with relevant documents.
E) Warn the reader of the consequences of noncompliance.
Answer: D
Explanation: When sending messages making claims or requesting adjustments, be prepared to
back up your claim with invoices, sales receipts, canceled checks, dated correspondence, and any
other relevant documents. Send copies and keep the originals for your files.
Difficulty: Easy
49) Even simple requests should contain extensive reasons and justifications for the request.
Answer: FALSE
Explanation: For simple requests, using the direct approach gets the job done with a minimum
of fuss. In more complex situations, you may need to provide more extensive reasons and
justification for your request.
18
50) Routine requests should always indicate why it is in the reader's best interest to comply with
the request.
Answer: FALSE
Explanation: Routine requests can have up to three basic elements: What you want to know or
what you want your readers to do, why you're making the request (not required in all cases), and
why it may be in your readers' interest to help you (not applicable in all cases).
Difficulty: Easy
51) Asking for a claim is the same as asking for a settlement to a problem.
Answer: FALSE
frustrated you are.
Difficulty: Easy
52) When seeking a letter of recommendation, the body of the request should list all the
information the recipient would need to write the recommendation, including the full name and
address or email address of the person to whom the recommendation should be sent.
Answer: TRUE
Explanation: Use the body of the request to list all the information the recipient would need to
write the recommendation, including the full name and address or email address of the person to
whom the recommendation should be sent. Consider including an updated résumé if you've had
significant career advancement since your last contact.
Difficulty: Easy
53) Letters of recommendation are used primarily by job applicants.

Answer: FALSE
Explanation: The need to inquire about people arises often in business. For example, before
extending credit or awarding contracts, jobs, promotions, or scholarships, companies often ask
applicants to supply references. Companies ask applicants to list references who can vouch for
their ability, skills, integrity, character, and fitness for the job.
19
54) What are the points to keep in mind when developing a message asking for a
recommendation?
Answer: Before you volunteer someone's name as a reference, ask permission to do so. Some
people don't want you to use their names, perhaps because they don't know enough about you to
feel comfortable writing a letter or because they or their employers have a policy of not
providing recommendations. Requests for recommendations and references are routine, so you
can organize your inquiry using the direct approach. Open your message by clearly stating why
the recommendation is required and that you would like your reader to write the letter. If you
haven't had contact with the person for some time, use the opening to trigger the reader's memory
of the relationship you had, the dates of association, and any special events that might bring a
clear and favorable picture of you to mind. Use the body of the request to list all the information
the recipient would need in order to write the recommendation, including the full name and
address of the person to whom the letter should be sent. Consider including an updated résumé if
you've had significant career advancement since your last contact. Close your message with an
expression of appreciation. When asking for an immediate recommendation, you should also
mention the deadline. Always be sure to enclose a stamped, pre-addressed envelope as a
convenience to the other party.
55) Discuss the ways in which organizations use letters of recommendation.

Answer: The need to inquire about people arises often in business. For example, before
extending credit or awarding contracts, jobs, promotions, or scholarships, companies often ask
applicants to supply references. Companies ask applicants to list references who can vouch for
their ability, skills, integrity, character, and fitness for the job. Before you volunteer someone's
name as a reference, ask permission to do so. Some people don't want you to use their names,
perhaps because they don't know enough about you to feel comfortable writing a letter or
because they or their employers have a policy of not providing recommendations.
20
56) Discuss strategies for writing letters for claims and adjustments.
Answer: 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). In either case, it's
frustrated you are. Open with a clear and calm statement of the problem along with your request.
In the body, give a complete, specific explanation of the details. Provide any information the
recipient needs to verify your complaint. In your close, politely request specific action or convey
a sincere desire to find a solution. And, if appropriate, suggest that the business relationship will
continue if the problem is solved satisfactorily. Be prepared to back up your claim with invoices,
sales receipts, canceled checks, dated correspondence, and any other relevant documents. Send
copies and keep the originals for your files.
If the remedy is obvious, tell your reader exactly what you expect from the company, such as
exchanging incorrectly shipped merchandise for the right item or issuing a refund if the item is
out of stock. In some cases, you might ask the recipient to resolve a problem. However, if you're
uncertain about the precise nature of the trouble, you could ask the company to make an
assessment and then advise you on how the situation could be fixed. Supply your contact
information so that the company can discuss the situation with you, if necessary.
57) Which of the following would not be a goal when responding to routine replies from others?
A) Explain why you can comply with the request.
B) Communicate the information needed.
C) Answer all questions.
D) Provide all necessary details.
E) Leave the reader with a good impression of you and your company.
Answer: A
Explanation: When you are responding positively to a request, sending routine announcements,
or sending a positive or goodwill message, you have several goals: to communicate the
information or the good news, answer all questions, provide all required details, and leave your
reader with a good impression of you and your firm.
Learning Obj: LO: 7.3: Outline an effective strategy for writing routine replies, routine
messages, and positive messages.
21
58) When is it appropriate to use the direct approach for routine messages?
A) When the reader may not be interested in what you have to say
B) When you want to save the reader time
C) When you expect something from the reader
D) When the readers will be interested in what you have to say
E) When you are composing a message that will stay internal to the organization
Answer: D
Explanation: Readers receiving routine replies and positive messages will generally be
interested in what you have to say, so use the direct approach. Place your main idea (the positive
reply or the good news) in the opening. Use the body to explain all the relevant details, and close
cordially, perhaps highlighting a benefit to your reader.
59) Routine, positive messages include what type of information in the opening paragraph?
A) Reason for writing
B) How the audience will benefit from complying to the request
C) All relevant details
D) A neutral buffer
E) An introduction to the writer
Answer: A
Explanation: Place your main idea (the positive reply or the good news) in the opening. Use the
body to explain all the relevant details, and close cordially, perhaps highlighting a benefit to your
reader.
Difficulty: Easy
60) Opening statements in communication using the direct approach should be what?
A) Detailed
B) Brief and to the point
C) Neutral
D) Hedge sentences
E) Apologetic
Answer: B
Explanation: By opening with the main idea or good news, you prepare your audience for the
details that follow. Make your opening clear and concise.
22
61) When developing an opening statement for routine messages, what should the writer
consider?
A) The most important thing the writer wants to convey
B) The most important thing the audience wants to know
C) The level of detail needed
D) The potential reaction of the audience
E) What channel and medium should be used to convey the message
Answer: B
Explanation: The best way to write a clear opening is to have a clear idea of what you want to
say. Before you begin, ask yourself, "What is the single most important message I have for the
audience?"
62) When having to convey negative information in a routine message, what should the writer
do?
A) Stress only the most positive information
B) Refer to the negative information in general and nonspecific terms
C) Put the negative information in as positive terms as possible
D) Avoid explaining the negative information
E) Use an indirect approach
Answer: C
Explanation: If the routine message is mixed and must convey mildly disappointing
information, put the negative portion of your message into as favorable a context as possible.
Emphasize how the audience can benefit from the change. However, if the negative news is
likely to be a shock or particularly unpleasant for the reader, you'll want to use the indirect
approach.
23
63) To soften the blow of a negative response in a direct message, what should the writer include
in the body of the message?
A) Specific identification of the negative news
B) The option to seek other solutions
C) Specific reason that led to the decision
D) As much detail as possible
E) Emphasize how the decision can benefit the audience
Answer: E
Explanation: A better way to format negative news is to be as positive as possible and
emphasize how the audience can benefit from the change. However, if the negative news is
likely to be a shock or particularly unpleasant for the reader, you'll want to use the indirect
approach.
64) If follow-up action is needed in response to a routine message, identify who will do what and
when in the body of the message.
Answer: FALSE
Explanation: The close of routine replies and positive messages is usually short and simple,
because you're leaving things on a neutral or positive note and not usually asking for the reader
to do anything. Often, a simple thank you is all you need. However, if follow-up action is
required or expected, use the close to identify who will do what and when that action will take
place.
65) If negative news is likely to be a surprise to the reader, an indirect approach should be used.
Answer: TRUE
Explanation: The more complete description is less negative and emphasizes how the audience
can benefit from the change. However, if the negative news is likely to be a shock or particularly
unpleasant for the reader, you'll want to use the indirect approach.
Difficulty: Easy
24
66) When dealing with disappointing information, it is best to be blunt.
Answer: FALSE
Explanation: If your routine message is mixed and must convey mildly disappointing
information, put the negative portion of your message into as favorable a context as possible. If
the news will come as a shock to the audience, use an indirect format.
67) Details in a routine message should be written in the same tone as the opening.
Answer: TRUE
Explanation: Use the body to expand on the opening message so that readers get all the
information they need. As you provide the details, maintain the supportive tone established in the
opening. This tone is easy to continue when your message is entirely positive.
68) The best way to start an opening is to determine the single most important thing to say.
Answer: TRUE
Explanation: The best way to write a clear opening is to have a clear idea of what you want to
say. Before you begin, ask yourself, "What is the single most important message I have for the
audience?"
25
69) Outline an effective strategy for writing routine replies and positive messages.
Answer: Readers receiving routine replies and positive messages will generally be interested in
what you have to say, so you will usually use the direct approach. Place your main idea (the
positive reply or the good news) in the opening. Use the body to explain all the relevant details,
and close cordially, perhaps highlighting a benefit to your reader. By opening with the main idea
or good news, you prepare your audience for the details that follow. Make your opening clear
and concise. Use the body to explain your point completely so that your audience won't be
confused or doubtful about your meaning. As you provide the details, maintain the supportive
tone established in the opening. However, if the routine message is mixed and must convey
mildly disappointing information, put the negative portion of your message into as favorable a
context as possible. However, if the negative news is likely to be a shock or particularly
unpleasant for the reader, you will want to use the indirect approach. Your message is more
likely to succeed if it leaves your readers with the feeling that you have their best interests in
mind. You can accomplish this by highlighting a benefit to the audience or by expressing
appreciation or goodwill. If follow-up action is required, clearly state who will do what next.
70) Discuss a strategy for using routine and direct messages for negative news, including
examples.
Answer: Start with the main idea. By opening with the main idea or good news, you prepare
your audience for the details that follow. Make your opening clear and concise. Use the body to
expand on the opening message so that readers get all the information they need. As you provide
the details, maintain the supportive tone established in the opening. This tone is easy to continue
when your message is entirely positive. However, if your routine message is mixed and must
convey mildly disappointing information, put the negative portion of your message into as
favorable a context as possible: Instead of "No, we no longer carry the Sportsgirl line of
sweaters," use "The new Olympic line has replaced the Sportsgirl sweaters you asked about.
Olympic features a wider range of colors and sizes and more contemporary styling." The more
complete description is less negative and emphasizes how the audience can benefit from the
change. However, if the negative news is likely to be a shock or particularly unpleasant for the
reader, you'll want to use the indirect approach. The close of routine replies and positive
messages is usually short and simple, because you're leaving things on a neutral or positive note
and not usually asking for the reader to do anything. Often, a simple thank you is all you need.
However, if follow-up action is required or expected, use the close to identify who will do what
and when that action will take place.
26
71) Which of the following is least likely to be considered a routine or positive message?
A) Answers to routine requests
B) Denial of claims and adjustments
C) Recommendations
D) Routine informational messages
E) Good-news announcements
Answer: B
Explanation: Most routine and positive messages fall into six categories: answers to routine
requests, grants of claims and requests for adjustment, recommendations, routine informational
messages, good-news announcements, and goodwill messages. Granting a claim or request for
adjustment is good news, the denial is not.
Learning Obj: LO: 7.4: Describe seven common types of routine replies and positive messages.
72) A well written response to a request for information or action will do what for the writer?
A) Positively influence the reader's perception of the writer and the organization
B) Negatively influence the reader's perception of the writer and the organization
C) Allow the writer to explain the benefits of working with their firm
D) Encourage customer satisfaction
E) Reinforce the organization's commitment to excellence
Answer: A
Explanation: A prompt, gracious, and thorough response will positively influence how people
think about you and the organization you represent. When you're answering requests from a
potential customer or other decision maker, look for subtle and respectful ways to encourage a
decision in your favor.
73) Before responding to a customer complaint, what should be considered first?

A) How upset the customer is
B) How often that particular customer complains
C) How easy it is to rectify the issue
D) Relationship with the customer
E) Company policy for handling customer complaints
Answer: E
Explanation: Your specific response to a customer complaint depends on your company's
policies for resolving such issues and your assessment of whether the company, the customer, or
some third party is at fault.
27
74) When responding to a customer complaint, the best course of action is what?
A) Promise the customer complete satisfaction.
B) Explain how you plan to resolve the issue.
C) Apologize profusely.
D) Promise the issue will never happen again.
E) Indicate to the customer exactly who is to blame.
Answer: B
some third party is at fault. In general, take the following steps: Acknowledge receipt of the
customer's claim or complaint, sympathize with the customer's inconvenience or frustration, take
(or assign) personal responsibility for setting matters straight, explain precisely how you have
resolved, or plan to resolve, the situation, take steps to repair the relationship and follow up to
verify that your response was correct.
Question Cat.: Analysis
75) When granting the claim when the customer is at fault, what should be included in the body
of the letter?
A) An apology
B) A clear indication of what the customer did wrong
C) A clear indication of how the customer can avoid a similar issue in the future
D) The discouragement of similar claims in the future
E) Contact information so the customer can discuss further concerns
Answer: D
Explanation: In general, take the following steps: Acknowledge receipt of the customer's claim
or complaint, sympathize with the customer's inconvenience or frustration, take (or assign)
personal responsibility for setting matters straight, explain precisely how you have resolved, or
plan to resolve, the situation, take steps to repair the relationship and follow up to verify that
your response was correct. The response should in no way indicate the customer did something
wrong, and the response should discourage similar claims in the future.
Difficulty: Challenging
28
76) What is the goal of a letter of recommendation?
A) To verify dates of employment
B) To verify salary
C) To verify the nature of your relationship with the candidate
D) To verify the candidate has the characteristics necessary for the job
E) To verify the candidate is eligible to work at the organization
Answer: D
Explanation: If you decide to write a letter of recommendation or respond to a request for
information about a job candidate, your goal is to convince readers that the person being
recommended has the characteristics necessary for the job, assignment, or other objective the
person is seeking. A successful recommendation letter contains a number of relevant details
include the nature of your relationship with the candidate and other facts and evidence relevant
to the candidate.
77) Updating someone on projects or the status of an order is an example of what type of routine
communication?
A) Goodwill messages
B) Answers to routine requests
C) Claims and adjustment requests
D) Good-news announcements
E) Routine informational messages
Answer: E
Explanation: Many messages involve sharing routine information, such as project updates and
order status notifications. Use the opening of these routine messages to state the purpose and
briefly mention the nature of the information you are providing. Provide the necessary details in
the body and end your message with a courteous close.
Difficulty: Easy
29
78) A policy change is an example of what type of message?
A) Goodwill messages
B) Answers to routine requests
C) Claims and adjustment requests
E) Routine informational messages
Answer: E
Explanation: Some routine informative messages may require additional care. For instance,
policy statements or procedural changes may be good news for a company, perhaps by saving
money. However, it may not be obvious to employees that such savings may make additional
employee resources available or even lead to pay raises.
79) If a reader may not view a message as positive, what should be included in the body of the
message?
A) An explanation of what will happen if the action is not taken
B) An explanation of potential benefits to the reader
C) An explanation of potential benefits to the writer
D) An explanation of the nature of the information being provided
E) An explanation of the reasons for the decision to be followed by the decision
Answer: B
Explanation: In instances in which the reader may not initially view the information positively,
use the body of the message to highlight the potential benefits from the reader's perspective.
80) Which of the following are specialized documents used to share relevant information with
the news media?
A) Press releases
B) Direct-to-consumer news releases
C) Social media releases
D) External releases
E) Internal releases
Answer: A
Explanation: External good-news announcements are often communicated in a news release,
also known as a press release, a specialized document used to share relevant information with the
news media.
Difficulty: Easy
30
81) Which of the following would be the most appropriate format for content of a news release?
A) Background information followed by solution
B) Background information followed by a series of alternatives
C) Good news followed by details
D) A series of alternatives followed by good news
E) Good news followed by a variety of alternatives
Answer: C
Explanation: In most companies, news releases are usually prepared or at least supervised by
specially trained writers in the public relations department. The content follows the customary
pattern for a positive message: good news followed by details and a positive close.
82) News releases that communicate directly with the customers and other audiences and include
network links are called what?
A) Press releases
B) Direct-to-consumer releases
C) Social media releases
D) Blog releases
E) World wide web releases
Answer: C
Explanation: Many companies now view a press release as a general-purpose tool for
communicating directly with customers and other audiences, creating direct-to-consumer news
releases. Many of these are considered social media releases, because they include social
networking links, "Tweetables" (Twitter-ready statements that can be shared on Twitter at the
click of a button), and other sharable content.
31
83) Messages written to foster positive relationships with audiences are called what?
A) Social media releases
B) Goodwill messages
C) Condolence messages
E) Congratulatory messages
Answer: B
Explanation: All business messages should be written with an eye toward fostering positive
relationships with audiences, but some messages are written specifically to build goodwill. You
can use these messages to enhance your relationships with customers, colleagues, and other
businesspeople by sending friendly, even unexpected, notes with no direct business purpose.
84) Which of the following are friendly and unexpected messages written with the goal of
enhancing your relationship with other businesspeople?
A) Direct messages
B) Indirect messages
C) Persuasive messages
D) Good-news messages
E) Goodwill messages
Answer: E
Explanation: In addition to creating messages for a specific goodwill reason, you can craft
almost any routine message in a way to build goodwill. Two ways to do this are by providing
information that your readers might find helpful and by using the content and tone of your
message to provide an element of entertainment. For example, if you send monthly billing
statements to customers, you can include tips on how to save money by using your products in a
more efficient manner.
32
85) Which of the following would be sent to congratulate an individual on a significant business
achievement?
A) A recommendation message
B) A social media release
C) A condolence message
D) A message of appreciation
E) A congratulatory message
Answer: E
Explanation: One prime opportunity for sending goodwill messages is to congratulate
individuals or companies for significant business achievements—perhaps for being promoted or
for attaining product sales milestones. Other reasons for sending congratulations include
highlights in people's personal lives, such as weddings, births, graduations, and success in
nonbusiness competitions.
86) Which of the following routine messages is most likely to end up as part of an employee's
permanent record?
A) A letter of recommendation
B) A congratulatory message
C) A message of appreciation
D) A message of condolence
E) A message fostering goodwill
Answer: C
Explanation: An important leadership quality is the ability to recognize the contributions of
employees, colleagues, suppliers, and other associates. Your praise does more than just make the
person feel good; it encourages further excellence. A message of appreciation may also become
an important part of someone's personnel file, so provide specific information wherever possible.
33
87) Which of the following represents a brief personal message after the death of a loved one?
A) A letter of recommendation
B) A congratulatory message
C) A message of appreciation
D) A message of condolence
E) A message fostering goodwill
Answer: D
Explanation: Condolence letters are brief personal messages written to comfort someone after
the death of a loved one. You may have occasion to offer condolences to employees or other
business associates (when the person has lost a family member) or to the family of an employee
or business associate (when that person has died).
Difficulty: Easy
88) When preparing a message of condolence, which of the following sets of principles should
the writer follow?
A) Short, simple and sincere
B) Short, timely and appropriate
C) Simple, sincere and appropriate
D) Sincere, direct and timely
E) Direct, timely and short
Answer: A
Explanation: These messages can feel intimidating to write, but they don't need to be. Follow
these three principles: short, simple, and sincere. You don't need to produce a work of literary
art; the fact that you are writing sends a message that is as meaningful as anything you can say.
Difficulty: Easy
34
89) Which of the following is a guideline for granting claims and requests for adjustment when
your company is at fault?
A) Do not provide detail for how you plan to resolve the situation.
B) Specifically assign blame to someone else in the organization.
C) Start from the assumption that the information the customer provided is correct.
D) Imply that the customer is at fault.
E) Avoid taking or assigning personal responsibility for setting matters straight.
Answer: C
Explanation: Most routine responses to claims and adjustments when your company is at fault
should take your company's specific policies into account and address the following points:
acknowledge receipt of the customer's claim or complaint; sympathize with the customer's
inconvenience or frustration; take (or assign) personal responsibility for setting matters straight;
explain precisely how you have resolved, or plan to resolve, the situation; take steps to repair the
relationship; and follow up to verify that your response was correct.
Difficulty: Easy
90) What should be done when granting claims and requests for adjustment when your company
is at fault?
A) You should specifically assign blame to someone else in the organization.
B) You should take steps to repair the relationship.
C) You should start with the assumption that the information the customer provided is incorrect.
D) You should imply that the customer is at fault but you are willing to help anyway.
E) You should avoid taking or assigning personal responsibility for setting matters straight.
Answer: B
Explanation: Most routine responses to claims and adjustments when your company is at fault
should take your company's specific policies into account and address the following points:
acknowledge receipt of the customer's claim or complaint; sympathize with the customer's
inconvenience or frustration; take (or assign) personal responsibility for setting matters straight;
explain precisely how you have resolved, or plan to resolve, the situation; take steps to repair the
relationship; and follow up to verify that your response was correct.
Difficulty: Easy
35
91) What should be avoided when granting claims and requests for adjustment when your
company is at fault?
A) Blaming anyone in the organization by name
B) Going into the details of how you plan to resolve the situation
C) Starting with the assumption that the information the customer provided is correct
D) Openly sympathize with the customer's situation
E) Take or assign personal responsibility for setting matters straight
Answer: A
Explanation: When granting claims and requests for adjustment when your company is at fault,
you should maintain professional demeanor by avoiding some key negative steps: Don't blame
anyone in your organization by name, don't make exaggerated apologies that sound insincere,
don't imply that the customer is at fault, and don't promise more than you can deliver.
Difficulty: Easy
92) When attempting to write a positive message, what should the writer take care to do?
A) Thank the reader "in advance" for cooperating
B) Avoid offering additional services
C) Avoid trite sayings that you may have heard or read
D) Avoid volunteering information about the request
E) Avoid placing the bad news first
Answer: C
Explanation: When writing positive messages, avoid trite, obvious statements. Avoid clichés
such as "Please feel free to…"
Difficulty: Easy
93) Which of the following should be followed when writing recommendation letters?
A) Omit any negative information.
B) Only verify dates of employment and job titles.
C) Never collaborate with the former employee in developing the letter.
D) Understand your company's policy on letters of recommendation to avoid legal
complications.
E) Never offer to provide a personal reference.
Answer: D
Explanation: When writing recommendation letters, release information only to people who
have written authorization from the former employee. Take great care to avoid a lawsuit either
for including too much negative information or for omitting negative information.
Difficulty: Easy
36
94) When a response to a request for information is straightforward, a direct approach should be
used.
Answer: TRUE
Explanation: Every professional answers requests for information or action from time to time.
If the response is straightforward, the direct approach is appropriate. A prompt, gracious, and
thorough response will positively influence how people think about you and the organization you
represent.
Difficulty: Easy
95) How you respond to a customer complaint often depends on your company's policies for
resolving this type of issue.
Answer: TRUE
some third party is at fault.
Difficulty: Easy
96) It is generally safe to write positive letters of recommendation for former employees.
Answer: FALSE
Explanation: Employees have sued employers and individual managers for providing negative
information or refusing to provide letters of recommendation, and employers have sued other
employers for failing to disclose negative information about job candidates.
97) The opening of routine messages can be used to state the purpose and nature of information
being provided.
Answer: TRUE
Explanation: Many messages involve sharing routine information, such as project updates and
order status notifications. Use the opening of these routine messages to state the purpose and
briefly mention the nature of the information you are providing. Provide the necessary details in
the body and end your message with a courteous close.
37
98) Personal messages such as condolence letters and congratulatory letters are never appropriate
in the workplace.
Answer: FALSE
Explanation: Condolence letters are brief personal messages written to comfort someone after
the death of a loved one. You may have occasion to offer condolences to employees or other
business associates (when the person has lost a family member) or to the family of an employee
or business associate (when that person has died). One prime opportunity for sending goodwill
messages is to congratulate individuals or companies for significant business achievements—
perhaps for being promoted or for attaining product sales milestones.
99) Discuss guidelines for writing letters of condolence to coworkers.

Answer: Condolence letters are brief personal messages written to comfort someone after the
death of a loved one. Follow these three principles: short, simple, and sincere. Open a
condolence message with a simple expression of sympathy, such as "I am deeply sorry to hear of
your loss" or "I am sorry for your loss." How you continue from there depends on the
circumstances and your relationships with the deceased and the person to whom you are writing.
For example, if you are writing to the husband of a colleague who recently died and you have
never met him, you might continue with "Having worked with Janice for more than a decade, I
know what a kind and caring person she was." Such a statement accomplishes two goals:
explaining why you in particular are writing and letting the recipient know that his loved one was
appreciated in the workplace. You can conclude with a simple statement such as "My thoughts
are with you during this difficult time." If appropriate for the situation and your relationship, you
might also include an offer of assistance. "Please call if there is anything I can do for you." As
you decide what to include in the message, keep two 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.
Also, 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.
38
Test Bank For Business Communication Essentials: Fundamental Skills for the Mobile-Digital-S
100) Discuss and give examples of using routine messages to build goodwill.
Answer: All business messages should be written with an eye toward fostering positive
relationships with audiences, but some messages are written specifically to build goodwill. You
can use these messages to enhance your relationships with customers, colleagues, and other
businesspeople by sending friendly, even unexpected, notes with no direct business purpose. In
addition to creating messages for a specific goodwill reason, you can craft almost any routine
message in a way to build goodwill. Two ways to do this are by providing information that your
readers might find helpful and by using the content and tone of your message to provide an
element of entertainment. Goodwill messages include congratulatory messages, messages of
appreciation and messages of condolence. One prime opportunity for sending goodwill messages
is to congratulate individuals or companies for significant business achievements—perhaps for
being promoted or for attaining product sales milestones. Other reasons for sending
congratulations include highlights in people's personal lives, such as weddings, births,
graduations, and success in nonbusiness competitions. You may congratulate business
acquaintances on their own achievements or on the accomplishments of a spouse or child. An
important leadership quality is the ability to recognize the contributions of employees,
colleagues, suppliers, and other associates, and sending messages of appreciation. Your praise
does more than just make the person feel good; it encourages further excellence. A message of
appreciation may also become an important part of someone's personnel file. Condolence letters
are brief personal messages written to comfort someone after the death of a loved one. You may
have occasion to offer condolences to employees or other business associates (when the person
has lost a family member) or to the family of an employee or business associate (when that
person has died).
39
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2) When preparing a routine request, what approach is most appropriate to use?

6) In a direct request, where is the request explained in detail?

10) How should a routine request begin?

11) When should you use a routine request format?

13) How should multiple requests or questions in one message be addressed?

16) The close of the routine request should include what?

17) How should routine replies and positive replies close?

23) Discuss effective strategies for writing routine business requests.

24) Explain how to develop a strong close for a routine request.

28) Which of the following is a common use of a routine message?

39) What should be accomplished in the opening of a request for a recommendation?

42) How should a request for a recommendation close?

44) When making claims or requesting adjustments, you should do what?

53) Letters of recommendation are used primarily by job applicants.

55) Discuss the ways in which organizations use letters of recommendation.

73) Before responding to a customer complaint, what should be considered first?

99) Discuss guidelines for writing letters of condolence to coworkers.

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