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Chapter 8—Positive Letters and Messages

DIFFICULTY (DIF) TYPE OTHER CODES5 = Most difficult Ap: Application question ANS: Answer3 = Average difficulty Con: Conceptual question REF: Page Reference1 = Least difficult Def: Definition OBJ: Chapter Objective

NOT: Note (feedback/explanations)AAC: AACSB Competencies

MULTIPLE CHOICE

1. Letters are a primary channel of communication for delivering messagesa. inside an organization.b. outside an organization.c. inside and outside an organization.d. that need to reach the recipient immediately.

ANS: B DIF: 3 REF: p. 201 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:Letters are a primary channel of communication for delivering messages outside an organization.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

2. A company’s most important letters are written toa. the government.b. customers.c. other businesses.d. suppliers.

ANS: B DIF: 3 REF: p. 201 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:Letters to customers are the most important because these messages encourage product feedback, project a favorable image of the company, and promote future business.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

3. For which of the following situations would a letter be more appropriate than an e-mail message?a. Requesting information about a productb. Replying to a customer’s e-mail asking about available shipping methodsc. Thanking your boss for a birthday gift she gave youd. Telling all employees how to purchase parking permits

ANS: C DIF: 5 REF: p. 202 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT:a. An e-mail message would be more appropriate for requesting information about a product.b. An e-mail message would be more appropriate to reply to a customer who asked questions

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218 UNIT 3 Business Correspondence

via e-mail about available shipping methods.c. A letter would be more appropriate for thanking your boss for a birthday gift because

formality is needed.d. An e-mail message would be more appropriate for telling all employees how to purchase

parking permits.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Receiver reactions, ConsequencesAAC: Tier 1—Communication; Tier 2—Patterns, Audience

4. Business letters are preferred over e-mail messages whena. a permanent record is required.b. confidentiality is paramount.c. formality and sensitivity are essential.d. all of the above occur.

ANS: D DIF: 3 REF: p. 202 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:A business letter should be sent instead of an e-mail message when any of these are required: a permanent record, confidentiality, formality, or sensitivity.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Receiver reactions, ConsequencesAAC: Tier 1—Communication; Tier 2—Patterns, Audience

5. Caroline is writing a recommendation for one of her former employees. What is the best communication channel for Caroline to use to send this message to a potential employer?a. E-mailb. Faxc. Bound reportd. Letter

ANS: D DIF: 5 REF: p. 202 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:It is best to send a recommendation as a letter because it may contain confidential and sensitive information.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Receiver reactions, ConsequencesAAC: Tier 1—Communication; Tier 2—Patterns, Audience

6. What is the best communication channel to use when a persuasive, well-considered message is required?a. E-mailb. Letterc. Memod. Fax

ANS: B DIF: 3 REF: p. 202 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:When a business communicator must be persuasive and can’t do it in person, a business letter is more effective than other communication channels.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Receiver reactions, ConsequencesAAC: Tier 1—Communication; Tier 2—Patterns, Audience

CHAPTER 8 Positive Letters and Messages219

7. Luke is writing a letter to a local company to ask about internship opportunities. What should he do first?a. Prepare the rough draft.b. Look up the company’s address.c. Decide how he will encourage feedback.d. Analyze the purpose of the letter and the reader.

ANS: D DIF: 5 REF: p. 202 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:Before writing the letter, Luke should analyze the purpose of the letter and his audience.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

8. Danielle is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase?a. Analyze the purpose of her letter.b. Collect any necessary information.c. Proofread her first draft.d. Compose the letter.

ANS: B DIF: 5 REF: p. 204 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:Danielle will begin the second phase of the 3-x-3 writing process by collecting any necessary information.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

9. Jeremy is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already revised his letter for clarity and has proofread the letter for correctness. What is left in this phase for Jeremy to do?a. Decide on the letter’s organization.b. Prepare a cluster diagram.c. Evaluate the effectiveness of the letter from the reader’s standpoint.d. Check for typos.

ANS: C DIF: 5 REF: p. 204 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT A-D:After revising and proofreading the letter, Jeremy will want to evaluate its effectiveness from the reader’s standpoint.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

10. Kathryn booked a hotel through a local travel agency. Her accommodations were not as the agent described. Although she stayed in the hotel, she was very unhappy and feels that the agent is at fault. The best way for Kathryn to communicate her unhappiness with the accommodations would be toa. write a memo to the travel agent who booked her hotel.b. send an e-mail message to the travel agent who booked her hotel.c. telephone the Better Business Bureau to make a complaint about the travel agency.d. write a letter to the travel agent who booked her hotel.


ANS: D DIF: 5 REF: p. 202 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingNOT:a. Because letters are more formal than memos and are sent to external audiences, Kathryn

should write a letter rather than a memo to the travel agent.b. Because Kathryn needs a permanent record of the problem, she should write a letter to the

travel agent.c. Before filing a complaint, Kathryn should write a letter to the travel agent.d. Kathryn should write a letter to the travel agent so that she has a permanent record.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

11. Correspondence for everyday business transactions consists mainly ofa. routine requests and responses.b. persuasive requests.c. goodwill messages.d. claims and complaints.

ANS: A DIF: 3 REF: p. 204 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:The everyday correspondence of a business consists mainly of routine requests and responses.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

12. Routine business letters should be written usinga. the indirect strategy.b. persuasive techniques.c. the direct strategy.d. pretty, scented stationery.

ANS: C DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:Because you expect the reader’s response to routine business letters to be positive or neutral, you should use the direct strategy.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

13. The purpose of a routine business letter should be placed ina. the body.b. the opening.c. an attachment.d. the closing.

ANS: B DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:When writing everyday messages, place the main idea or purpose in the opening paragraph.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns


14. Which of the following is the best example of frontloading an information request message?a. I am writing this letter to ask for information about some of your products.b. Our manager recently gave his staff approval to purchase new office printers.c. Hi, my name is Charlie Shi, and I have been asked to write to you directly.d. Please answer the following questions about your office printers.

ANS: D DIF: 5 REF: p. 205 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT:a. This statement is too wordy, vague, and indirect.b. This statement gives background information that is not needed.c. This statement is unnecessary and does not directly specify why you are writing.d. This statement is a direct opening that tells the reader specifically why you are writing.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

15. The best business writers do what in the opening paragraph of a routine business letter?a. Identify themselves by name and title.b. State immediately why they are writing.c. Tell a story about the background of the situation.d. Greet the reader warmly by asking how he or she is doing.

ANS: B DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:The best business writers state immediately why they are writing a routine business letter so that the reader can anticipate and comprehend what follows. AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

16. The body of a routine business letter shoulda. present details that explain your request or response.b. request action from the reader.c. give any deadline dates.d. reveal for the first time why you are writing.

ANS: A DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:The body of a routine business letter is used to present details that explain your request or response.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

17. You must ask a series of questions in a routine request letter. What is the best way to present these questions?a. In a paragraph in the body of your letterb. In a separate attached documentc. In a bulleted or numbered list in the body of your letterd. In the closing paragraph of your letter so that they’re not overlooked

ANS: C DIF: 5 REF: p. 205 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business Letters


NOT A-D:For maximum readability, a series of questions should be placed in a bulleted or numbered list in the body of your letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

18. What is the best advice for writing the body of a routine business letter?a. Avoid using graphic devices such as lists or headings because they might confuse the reader.b. Remember that the biggest problem in business writing is poor organization.c. Make sure that the body is no longer than one paragraph.d. Use the reader’s name several times in the body to personalize your letter.

ANS: B DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT:a. Consider using graphic devices in the body of a routine business letter to maximize clarity

and readability.b. The biggest problem in business writing is poor organization, and the body of a letter is

where that failure becomes apparent.c. If you have considerable information, you will want to develop each idea in a separate

paragraph with effective transitions to connect them.d. Using the reader’s name several times in the body of a letter is not necessary.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

19. Where should deadlines and action information be placed in a routine business letter?a. In the introductionb. In the bodyc. In the closingd. In a P.S. to the letter

ANS: C DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:In the closing paragraph of direct letters, readers look for action information, such as schedules, deadlines, and activities to be completed.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

20. Three characteristics distinguish good business letters. Which of the following is not one of those characteristics?a. Clear contentb. High-quality letterhead stationeryc. Correct formd. A tone of goodwill

ANS: B DIF: 3 REF: pp. 205-206 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT A-D:At least three characteristics distinguish good business letters: clear content, a tone of goodwill, and correct form.


AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

21. Enrique is writing a letter to apply for a job and wants to make sure that his content is clear. What should he do?a. Use the passive voice.b. Use short sentences and paragraphs.c. Use high-level vocabulary that will impress the prospective employer.d. “Dumb” down his remarks.

ANS: B DIF: 5 REF: pp. 205-206 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT:a. To make his letter clear, Enrique should use the active voice, not the passive voice.b. To make his letter clear, Enrique should use short sentences and paragraphs.c. To make his letter clear, Enrique should use familiar vocabulary that his reader will

understand.d. Clear letters speak the language of the receiver, but this does not mean “dumbing down” your

remarks.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

22. Tatiana is writing a letter to a local nonprofit agency and wants to make sure that the letter will build goodwill with the organization. What should Tatiana do to achieve a goodwill tone in her letter?a. Use popular slang and jargon to make the letter sound more down-to-earth.b. Format the letter professionally and attractively.c. Present the message from the reader’s point of view.d. Enclose a few dollar bills.

ANS: C DIF: 5 REF: p. 206 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT A-D:To achieve goodwill, Tatiana should write from the reader’s point of view.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Audience

23. Which of the following statements best demonstrates a goodwill tone?a. We are looking for an applicant who has earned his degree from an Ivy League school.b. We don’t have any positions available for someone like you.c. We are excited to announce an available position in our Finance Department.d. Your application for the financial analyst position has been reviewed.

ANS: D DIF: 5 REF: p. 206 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT:a. This sentence does not demonstrate goodwill because it shows gender bias (assumes all

applicants are male).b. This sentence does not demonstrate goodwill because it uses negative language and would

make the reader feel bad.c. This sentence does not use the “you” view.d. This sentence demonstrates goodwill because it is positive and uses the “you” view.AAC: Tier 1—Reflective Thinking; Tier 2—Analysis


AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

24. Royce wants to make sure that a letter he is sending to a client is properly formatted. What should he do?a. Use even (justified) right and left margins for a professional look.b. Use block style or another accepted business letter format.c. Place the letter as close to the top of the page as possible, no matter its length.d. All of the above.

ANS: B DIF: 5 REF: p. 206 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT:a. To make his letter easier to read, Royce should use a ragged right margin (unjustified).b. Royce should use block style or another accepted business letter style.c. Royce should balance the letter on the page, both horizontally and vertically. Bunching a

short letter up near the top of a page looks unprofessional.d. Royce should use block style or another accepted business letter style.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, AudienceAAC: Tier 1—Technology; Tier 2—Word processing

25. Which statement about formatting business letters is most accurate?a. The format of a business letter is not important; it is the content of the letter that matters.b. Block style means that a business letter contains justified (even) right and left margins.c. A carefully formatted letter reflects the writer’s carefulness and experience.d. A justified right margin improves the readability of a business letter.

ANS: C DIF: 5 REF: p. 206 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT:a. A business letter conveys silent messages beyond that of its printed words.b. In a block style letter, the parts of the letter (dateline, inside address, salutation,

complimentary close, and so on) are set flush at the left margin.c. A letter’s appearance and format reflect the writer’s carefulness and experience.d. Experts say that unjustified right margins improve readability.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, AudienceAAC: Tier 1—Technology; Tier 2—Word processing

26. What should you do first before starting to write a routine letter that requests information?a. Choose the font style and letter format you will use.b. Call the reader to verify his or her address.c. Consider its costs in terms of your time and workload.d. Make sure your printer has enough toner.

ANS: C DIF: 3 REF: p. 206 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT A-D:Before you write any letter, consider its costs in terms of your time and workload. Whenever possible, don’t write! If you can, find the information yourself.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


27. Which of the following is a command disguised as a polite request?a. I need your sales data by tomorrow.b. Will you please send my order by USPS Priority Mail.c. Can you meet this month’s deadline?d. Bring a copy of the report to today’s meeting.

ANS: B DIF: 5 REF: p. 207 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT A-D:“Will you please send my order by USPS Priority Mail” is a command disguised as a polite request.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

28. Magdalena is writing a letter to a company to ask about its software for removing malware (malicious software) from her company’s network. Which is the best opening statement for her letter?a. I read about your new malware removal program on TechnologyReview.com.b. Our company has recently become the victim of malware, and I have been assigned to do

something about it.c. Please answer the following questions about your new malware removal program.d. I am hoping you will be able to provide more information about one of your new products.

ANS: C DIF: 5 REF: pp. 206-207 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT:a. The opening statements of letters that request information should be direct.b. The opening statements of letters that request information should be direct.c. This opening statement is best because it is direct and specific.d. The opening statements of letters that request information should be direct.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

29. Which question will elicit the most information when asked in a letter requesting information and action?a. What brands and models of smart phones do you recommend?b. Do you carry the new Nokia line of smart phones?c. What do you charge for shipping?d. Do you offer a warranty with a smart phone purchase?

ANS: A DIF: 5 REF: p. 207 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT:a. Use open-ended questions such as this in the body of letters requesting information and

action to elicit the most information.b. Yes-or-no questions such as this do not elicit as much information as open-ended questions.c. Yes-or-no questions such as this do not elicit as much information as open-ended questions.d. Yes-or-no questions such as this do not elicit as much information as open-ended questions.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

30. Which of the following is the best closing sentence for a letter requesting information?a. Thank you in advance for your cooperation.


b. Your answers to these questions by May 31 will help us decide which product to purchase.c. Thank you.d. If you have any questions, please do not hesitate to call me.ANS: B DIF: 5 REF: p. 208 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT:a. Avoid trite and presumptuous closings such as “Thank you in advance for your cooperation.”b. You can save the reader time by spelling out the action to be taken in the closing of your letter.c. Some careless writers end request letters simply with “Thank you,” forcing the reader to review the contents to determine what is expected and when.d. Avoid trite closings such as “please do not hesitate to call me.”AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

31. Denzel is writing a letter asking for information and wants so show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?a. Thank you for your cooperation.b. I appreciate this information because it will allow me to make an effective decision about

which plan to choose.c. Thank you in advance for all you have done for me.d. All of the above are effective for showing appreciation.

ANS: B DIF: 5 REF: p. 208 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT:a. This closing is not effective because this ending is overused.b. This ending is effective because it shows how the information will help Denzel.c. This closing is not effective because this ending is trite and presumptuous.d. The only closing that effectively shows appreciation is “I appreciate this information because

it will allow me to make an effective decision about which plan to choose.”AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

32. Which of the following is the best example of a situation justifying a straightforward claim?a. The transmission in your car gave out within the warranty period.b. A shipment arrived two weeks after it was promised.c. Your credit card was billed twice for a purchase you made.d. All of the above are examples of straightforward claims.

ANS: D DIF: 5 REF: p. 208 OBJ: 8-4 TYPE: ApTOP: Direct ClaimsNOT A-D:All of these are examples of straightforward claims because you would expect the reader in each case to agree readily.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

33. Which of the following statements about straightforward claims is most accurate?a. Written claims are taken more seriously than claims made by phone.b. Straightforward claims require persuasion.


c. When you have a straightforward claim, your first step should always be to write a claim letter.

d. Straightforward claims should be written using the indirect pattern.

ANS: A DIF: 5 REF: p. 208 OBJ: 8-4 TYPE: ApTOP: Direct ClaimsNOT:a. Written claims are taken more seriously than claims made by phone.b. Straightforward claims are those to which you expect the receiver to agree readily; therefore,

they do not require persuasion.c. When you have a claim, your first action may be a telephone call or a visit to submit your

claim.d. Straightforward claims use a direct approach.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

34. The opening of a straightforward claim letter shoulda. explain the problem in detail and justify your request.b. use an angry tone to show the reader that you are serious.c. open with a clear statement of the problem or with the action you want the receiver to take.d. remain vague so that the reader can decide on a remedy for the problem.

ANS: C DIF: 3 REF: p. 208 OBJ: 8-4 TYPE: ConTOP: Direct ClaimsNOT:a. You should explain the problem and justify your request in the body of a straightforward

claim.b. Use a positive, courteous tone in the opening of a straightforward claim.c. A straightforward claim should open with a clear statement of the problem or with the action

you want the receiver to take.d. Writers who make straightforward claims should state specifically in the opening what action

they want to see taken.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

35. Which of the following is the best opening for a straightforward claim letter?a. I have been a loyal customer of Tommaso’s for many years.b. Please credit my Visa account for $20, the amount I was overcharged on March 12.c. I was extremely disappointed to be overcharged on my dinner bill.d. All of the above are effective openings for a routine claim letter.

ANS: B DIF: 5 REF: p. 208 OBJ: 8-4 TYPE: ApTOP: Direct ClaimsNOT A-D:You should open a routine claim letter with a clear statement of the problem or with the action you want the receiver to take; therefore, “Please credit my Visa account for $20, the amount I was overcharged on March 12” is the best opening.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

36. What should you do in the body of a straightforward claim letter?a. Mention that you have enclosed copies of all pertinent documents.b. Show that you are angry about the situation so that you will be taken seriously.


c. Mention the name of the person who is to blame for the problem.d. All of the above should be included in the body of a straightforward claim letter.

ANS: A DIF: 3 REF: pp. 208-210 OBJ: 8-4 TYPE: ApTOP: Direct ClaimsNOT:a. Copies of all pertinent documents (invoices, sales slips, catalog descriptions, repair records, and so on) should be included with a straightforward claim letter; mention these enclosures in the body of your letter.b. Avoid becoming angry in a straightforward claim letter.c. Avoid trying to fix blame in a straightforward claim letter.d. Copies of all pertinent documents (invoices, sales slips, catalog descriptions, repair records, and so on) should be included with a straightforward claim letter; mention these enclosures in the body of your letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

37. Which of the following is the best closing for a straightforward claim letter?a. Thank you in advance for your consideration in this matter.b. Please credit $20 to my account by March 31, when my next billing cycle begins.c. If I don’t get a refund by March 31, I will contact my attorney.d. I look forward to having this adjustment made as soon as possible.

ANS: B DIF: 5 REF: p. 210 OBJ: 8-4 TYPE: ApTOP: Direct ClaimsNOT:a. Avoid trite closings such as “Thank you in advance for your consideration” in a business

letter.b. This straightforward closing tells exactly what is to be done and provides an end date.c. This closing is too threatening and is unnecessary in a straightforward claim letter.d. This closing needs a specific end date rather than the indeterminate “as soon as possible.”AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

38. Which of the following is the most effective subject line for a direct reply letter?a. This is a reply to your June 5 letter.b. Reply to Your Letterc. Your June 5 Inquiry About Venice Travel Packagesd. URGENT!!

ANS: C DIF: 5 REF: p. 212 OBJ: 8-5 TYPE: ApTOP: Direct RepliesNOT:a. A subject line need not be a complete sentence, and it should not end with a period.b. This subject line is vague.c. This subject line is most effective because it refers specifically to previous correspondence.d. This subject line is irrelevant.AAC: Tier 1—Reflective Thinking; Tier 2—Analysis


AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

39. Which of the following is the best opening sentence for a direct reply letter?a. Here are the answers to the questions you asked about our storage products.b. Thank you for your letter of September 19.c. We look forward to helping you with all of your storage needs.d. Your letter of September 19 was referred to me.

ANS: A DIF: 5 REF: p. 212 OBJ: 8-5 TYPE: ApTOP: Direct RepliesNOT:a. This introductory sentence is effective because it delivers the information the reader wants.b. This is a wordy, unnecessary introductory sentence.c. This sentence would be better in the closing of a direct reply letter.d. This is a wordy, unnecessary introductory sentence.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

40. What is the least accurate statement about direct reply letters?a. A reply letter written on company stationery is a legally binding contract.b. In addition to supplying answers, a reply letter should promote your organization and

products.c. If your message contains mostly good news but also has some negative elements, use the

indirect organizational pattern.d. Use the subject line of a reply letter to refer to an earlier correspondence so that you can omit

this reference in the opening of your letter.

ANS: C DIF: 3 REF: pp. 210-212 OBJ: 8-5 TYPE: ConTOP: Direct RepliesNOT:a. Because a reply letter written on company stationery is considered a legally binding contract,

check all facts and figures carefully.b. When customers or prospective customers inquire about products and services, your response

should do more than merely supply answers. It should also promote your organization and products.

c. The direct pattern is appropriate for messages that contain mostly good news but may have some negative elements.

d. Knowledgeable business communicators use a subject line to refer to earlier correspondence so that they are free to emphasize the main idea in the first sentence of the letter.

AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

41. Which of the following is not a goal in writing adjustment letters?a. To rectify a wrong, if one existsb. To regain the confidence of the customerc. To avoid future correspondence with the customerd. To promote future business

ANS: C DIF: 3 REF: p. 214 OBJ: 8-6 TYPE: ConTOP: AdjustmentsNOT:Three goals in writing adjustment letters include the following: to rectify a wrong, if one exists; to regain the confidence of the customer; and to promote future business.


AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Purpose

42. Which of the following is the best opening for an adjustment letter?a. We appreciate your letter of October 30 wherein you let us know what happened while

dining with us last month.b. We have credited your account for $123 as refund for your dining bill.c. We are so sorry that you had a bad experience while dining with us last month.d. Although we generally don’t offer refunds, we’re willing to make an exception in this case.

ANS: B DIF: 5 REF: pp. 214-216 OBJ: 8-6 TYPE: ApTOP: AdjustmentsNOT:a. This opening is indirect and unnecessary; the opening of a positive adjustment letter should approve the customer’s claim immediately.b. The opening of a positive adjustment letter should approve the customer’s claim immediately.c. Don’t begin your adjustment letter with a negative comment. This approach reminds the reader of the problem and may rekindle the heated emotions or unhappy feelings experienced when the claim was written.d. This opening sounds grudging and would not promote goodwill.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

43. What should you do in the body of an adjustment letter?a. Explain who specifically is to blame for the problem.b. Explain how you are complying with the claim.c. Promise the customer that the problem will never happen again.d. Apologize profusely.

ANS: B DIF: 5 REF: p. 216 OBJ: 8-6 TYPE: ApTOP: AdjustmentsNOT:a. Blaming individuals or departments within your organization is unprofessional.b. In the body of an adjustment letter, explain how you are complying with the claim so that you can regain the confidence of the customer.c. Don’t make unrealistic promises; you can’t guarantee that the situation will never recur.d. Whether to apologize is a debatable issue. The primary focus of an adjustment letter is on how you are complying with the request.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

44. Which of the following is the best closing for an adjustment letter?a. We apologize for any inconvenience this has caused.b. We are deeply sorry for this unfortunate event.c. We hope that this refund check proves our commitment to providing excellent customer

service.d. If you have any questions, please do not hesitate to call.

ANS: C DIF: 5 REF: pp. 216-217 OBJ: 8-6 TYPE: Ap


TOP: AdjustmentsNOT A-D:a. An adjustment letter should end positively, with a focus on future business.b. An adjustment letter should end positively, with a focus on future business.c. To close an adjustment letter, assume that the problem has been resolved and that future business will continue.d. Avoid ending any business letter with a trite phrase (“please do not hesitate to call”).AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

45. What is the most accurate statement about goodwill messages?a. Goodwill messages are obsolete in today’s fast-paced society.b. You’ll make a better impression by giving a ready-made card than by writing your own message.c. Goodwill messages carry the hidden message that you care.d. Most communicators find it easier to write goodwill messages than other types of business

documents.

ANS: C DIF: 3 REF: pp. 216-217 OBJ: 8-7 TYPE: ConTOP: Goodwill MessagesNOT:a. Goodwill messages are still used and appreciated in today’s society.b. The personal sentiments of the sender are always more expressive and more meaningful to readers than are printed cards.c. Goodwill messages carry the hidden message that you care and that you consider an event to be important.d. Many communicators are intimidated when they must write goodwill messages and find writing them more difficult than writing ordinary business documents.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

46. The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?a. Specificb. Self-servingc. Spontaneousd. Short

ANS: B DIF: 3 REF: pp. 217-219 OBJ: 8-7 TYPE: ConTOP: Goodwill MessagesNOT A-D:The best goodwill messages concentrate on the five Ss: Selfless, Specific, Sincere, Spontaneous, and Short.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

47. Which of the following is the best statement to include in a goodwill message?a. You must be so excited. I remember how I felt when I finally earned my master’s degree.b. Thank you for the wonderful birthday gift.c. Good luck in the future.d. We are so sorry, Sonia, to learn of the loss of your husband Gary.


ANS: D DIF: 5 REF: pp. 219-221 OBJ: 8-7 TYPE: ApTOP: Goodwill MessagesNOT:a. The best goodwill messages focus solely on the receiver, not the sender.b. Personalize the message by mentioning specific details of the gift received.c. Keep the message fresh and enthusiastic. Avoid canned phrases such as “Good luck in the future.”d. Refer to the death or misfortune sensitively, using words that show you understand what a crushing blow it is.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

48. When thanking someone for a gift, you should cover three points. Which of the following is not one of these points?a. Describe how you’re not worthy of such a gift.b. Identify the gift.c. Explain how you will use it.d. Tell why you appreciate it.

ANS: A DIF: 3 REF: pp. 219 OBJ: 8-7 TYPE: ConTOP: Goodwill MessagesNOT A-D:Cover three points in gift thank-yous: identify the gift, tell why you appreciate it, and explain how you will use it. Don’t make belittling comments such as feeling that you’re not worthy to receive such a gift.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

49. Most international business lettersa. tend to be written in an informal, conversational manner.b. should be written following generally accepted principles for writing American business

letters.c. use active-voice constructions.d. should conform to the conventions of the receiver’s country.

ANS: D DIF: 3 REF: p. 222 OBJ: 8-8 TYPE: ConTOP: International MessagesNOT:a. Most international business letters tend to use a more formal style than that used for

American business letters.b. International business letters should conform to the conventions of the receiver’s country.c. International business letters should conform to the conventions of the receiver’s country.d. International business letters should conform to the conventions of the receiver’s country.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Diversity; Tier 2—International applications

50. Which of the following statements about formatting international business messages is most accurate?a. The placement and arrangement of letter addresses and closing lines in business letters are

the same worldwide.


b. For clarity, dates should be expressed in figure format.c. If a letter is important, have someone familiar with local customs read and revise it.d. Business letters worldwide are typewritten and single-spaced.

ANS: C DIF: 3 REF: p. 223 OBJ: 8-8 TYPE: ConTOP: International MessagesNOT:a. The placement and arrangement of letter addresses and closing lines in business letters vary greatly; you should research local preferences before writing.b. To be safe, spell out the names of months instead of using figures.c. For important letters going abroad, it’s also wise to have someone familiar with local customs read and revise the message.d. In some countries business letters are handwritten and single- or double-spaced.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerationsAAC: Tier 1—Diversity; Tier 2—International applications


TRUE/FALSE

1. Business letters are preferred over e-mail when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, well-considered presentation.

ANS: T DIF: 3 REF: p. 202 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT: Business letters are important when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, well-considered presentation.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, ConsequencesAAC: Tier 1—Communication; Tier 2—Patterns, Audience

2. When a business communicator must be persuasive and can’t do it in person, a business letter is more effective than other communication channels.

ANS: T DIF: 3 REF: p. 202 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT: Business letters are more effective than other communication channels when a business communicator must be persuasive and cannot do it in person.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

3. E-mail marketing has made direct-mail letters obsolete.

ANS: F DIF: 3 REF: p. 202 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT: Direct-mail letters remain a powerful tool to promote services and products, boost online and retail traffic, and solicit contributions.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Audience

4. Most routine letters should be organized using the indirect strategy.

ANS: F DIF: 3 REF: p. 204 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT: Most routine, everyday business letters should be organized in the direct manner with the main idea expressed immediately.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

5. The everyday transactions of a business often require the writer to use special techniques to be convincing, to soften bad news, or to be tactful.

ANS: F DIF: 3 REF: p. 204 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: The everyday transactions of a business consist mainly of routine requests and responses that do not require special techniques to be convincing, to soften bad news, or to be tactful.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


AAC: Tier 1—Communication; Tier 2—Patterns

6. Our company will be holding an employee retreat early next year is an example of frontloading in a letter to a hotel requesting information about accommodations.

ANS: F DIF: 5 REF: p. 205 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business LettersNOT: “Our company will be holding an employee retreat early next year” is an indirect introductory sentence. An example of frontloading would be “Do you have retreat facilities to accommodate 115 people from April 13-16, 2010?”AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

7. Numbered or bulleted lists, headings, columns, bolding, and italics are all examples of graphic devices that can be used to highlight details in a letter.

ANS: T DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: Use graphic devices to highlight the details: a numbered or bulleted list, headings, columns, or boldface or italic type.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier 1—Technology; Tier 2—Word processing, Data conversion

8. Most business letters are better if they start with the action desired or the main idea.

ANS: T DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: Most business letters are better written “backward”; they should start with the action desired or the main idea.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

9. Action information, including deadline dates, should be placed in the body of a business letter.

ANS: F DIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: In the closing paragraph of direct letters, readers look for action information: schedules, deadlines, or activities to be completed.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

10. Clear business letters answer all the reader’s questions or concerns so that no further correspondence is necessary.

ANS: T DIF: 3 REF: p. 206 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: As many as one third of business letters do nothing more than seek clarification of earlier correspondence. Clear letters avoid this problem by answering all the reader’s questions or concerns so that no further correspondence is necessary.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience


11. Using the “you” view is one way to build goodwill in business letters.

ANS: T DIF: 3 REF: p. 206 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: To achieve goodwill, look for ways to present the message from the reader’s perspective. In other words, emphasize the “you” view and point out benefits to the reader.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Audience

12. A popular business letter format is block style.

ANS: T DIF: 3 REF: p. 206 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: Block style is a popular business letter format; in this style the parts of a letter (dateline, inside address, salutation, complimentary close, and so on) are set flush at the left margin.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Technology; Tier 2—Word processing

13. If you can get the information you need on your own, don’t write a business letter asking for it.

ANS: T DIF: 3 REF: p. 206 OBJ: 8-3 TYPE: ConTOP: Direct Requests for Information or ActionNOT: Before you write any letter, consider its costs in terms of your time and workload. Whenever possible, don’t write.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Syn./Asyn. choice

14. Polite requests, such as Will you please send a catalog, require a question mark.

ANS: F DIF: 5 REF: p. 207 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT: Polite requests, such as “Will you please send a catalog,” are punctuated with a period rather than a question mark.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Standard English

15. To elicit the most information about a product, use questions such as Do you carry the Motorola Razr V3 cell phone?

ANS: F DIF: 5 REF: p. 207 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT: To elicit the most information, pose open-ended questions (“What brands of cell phones do you carry?”) instead of yes-or-no questions (“Do you carry the Motorola Razr V3 cell phone?”).AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

16. Please provide answers to these questions by August 15 so that we can make a decision before our next fiscal year begins is an effective closing for a letter requesting action.

ANS: T DIF: 5 REF: p. 208 OBJ: 8-3 TYPE: Ap


TOP: Direct Requests for Information or ActionNOT: This closing is effective because it includes an end date and a reason.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

17. Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

ANS: F DIF: 5 REF: p. 208 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information or ActionNOT: To show appreciation in a request letter, try to do so in a fresh and efficient manner. Avoid using trite and presumptuous expressions like “Thank you in advance for your cooperation.”AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

18. Straightforward claims are those to which you expect the receiver to agree readily.

ANS: T DIF: 1 REF: p. 208 OBJ: 8-4 TYPE: DefTOP: Direct ClaimsNOT: Straightforward claims are those to which you expect the receiver to agree readily and are written using the direct approach.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Audience

19. A phone call is usually taken more seriously than a written claim letter because it represents a personal communication.

ANS: F DIF: 3 REF: p. 208 OBJ: 8-4 TYPE: ConTOP: Direct ClaimsNOT: Written claims are taken more seriously and also establish a record of what happened.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

20. Typically, when you have a legitimate claim, you can expect a positive response from a company.

ANS: T DIF: 3 REF: p. 208 OBJ: 8-4 TYPE: ConTOP: Direct ClaimsNOT: When customers have legitimate claims, they can expect a positive response from a company. Smart businesses want to hear from their customers.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations, Audience

21. Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions..

ANS: F DIF: 3 REF: p. 208 OBJ: 8-4 TYPE: ConTOP: Direct ClaimsNOT: Bear in mind that the person reading your claim letter is seldom responsible for the action; therefore, state the facts logically, objectively, and unemotionally.


AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations, Audience

22. Delay in writing a claim letter makes the claim appear less important to the receiver.

ANS: T DIF: 3 REF: p. 208 OBJ: 8-4 TYPE: ConTOP: Direct ClaimsNOT: Prompt claims show the importance of the claim and are easier to verify.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Audience

23. Subject lines are used in e-mail messages and memos but never in letters.

ANS: F DIF: 3 REF: p. 212 OBJ: 8-5 TYPE: ConTOP: Direct RepliesNOT: Subject lines are often used in letters; for example, the subject line in a reply letter often refers to previous correspondence.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

24. An effective opener for a letter replying to a customer’s request might be Your letter of September 13, in which you request information about our new line of digital cameras, was forwarded to me.

ANS: F DIF: 5 REF: p. 212 OBJ: 8-5 TYPE: ApTOP: Direct RepliesNOT: Open a letter replying to a customer’s request directly: “Here is information you requested about our new line of digital cameras.”AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

25. When answering several of a customer’s questions in a letter, consider using lists or other graphic devices.

ANS: T DIF: 3 REF: p. 212 OBJ: 8-5 TYPE: ConTOP: Direct RepliesNOT: Listing the answers to a customer’s questions will make the information more readable.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

26. When replying to a customer’s request for information, supply the answers only. Promoting your organization and products might appear to be pushy to the reader.

ANS: F DIF: 3 REF: p. 212 OBJ: 8-5 TYPE: ConTOP: Direct RepliesNOT: When replying to a customer’s request for information, do more than merely supply answers. Try to promote your organization and products in a way that focuses on reader benefits.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

27. When writing a letter that contains mostly good news but may have some negative elements, use the direct approach.


ANS: T DIF: 3 REF: p. 212 OBJ: 8-5 TYPE: ConTOP: Direct RepliesNOT: The direct pattern is appropriate for messages that are mostly good news but may have some negative elements.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

28. A letter granting an adjustment or a claim should be arranged using the indirect pattern.

ANS: F DIF: 3 REF: p. 214 OBJ: 8-6 TYPE: ConTOP: AdjustmentsNOT: Use the direct pattern for letters granting adjustments or claims.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

29. One reason for granting adjustments is to satisfy customers and retain their business.

ANS: T DIF: 3 REF: p. 214 OBJ: 8-6 TYPE: ConTOP: AdjustmentsNOT: Businesses grant adjustments for two reasons. First, consumers are protected by contractual and tort law for recovery of damages. Second, most organizations genuinely want to satisfy their customers and retain their business.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations, Audience

30. A statement such as Even though we normally don’t repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer’s claim because it shows generosity.

ANS: F DIF: 5 REF: p. 216 OBJ: 8-6 TYPE: ApTOP: AdjustmentsNOT: When granting a customer’s claim, do so willingly without placing blame on the customer; this statement sounds grudging.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

31. If you choose to apologize, the apology should be placed in the closing of an adjustment letter.

ANS: F DIF: 3 REF: pp. 216-217 OBJ: 8-6 TYPE: ConTOP: AdjustmentsNOT: To close an adjustment letter, assume that the problem has been resolved and that future business will continue; therefore, you should end positively. Any apology should be placed elsewhere in the letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

32. Using words such as regret, inconvenience, and misunderstanding in an adjustment letter shows the reader that you care.

ANS: F DIF: 5 REF: p. 216 OBJ: 8-6 TYPE: ApTOP: Adjustments


NOT: Don’t use negative words (trouble, regret, misunderstanding, fault, error, inconvenience, you claim) in an adjustment letter.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

33. Resale information should never be included in an adjustment letter.

ANS: F DIF: 3 REF: p. 217 OBJ: 8-6 TYPE: ConTOP: AdjustmentsNOT: To regain the confidence of your reader, consider including resale information in an adjustment letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

34. Writing goodwill messages—such as thank-you notes and condolence messages—is usually easier than writing other types of routine business documents.

ANS: F DIF: 3 REF: p. 217 OBJ: 8-7 TYPE: ConTOP: Goodwill MessagesNOT: Finding the right words to express feelings in a goodwill message is often more difficult than writing ordinary business documents.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

35. Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

ANS: F DIF: 3 REF: pp. 217-219 OBJ: 8-7 TYPE: ConTOP: Goodwill MessagesNOT: Written goodwill messages are always more expressive and more meaningful to receivers than are printed cards or oral messages. Taking time to write gives more importance to our well-being and also provides a record that can be reread, savored, and treasured.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

36. An effective goodwill message is Your presentation to the board about various funding options was well-researched and informative.ANS: T DIF: 5 REF: p. 219 OBJ: 8-7 TYPE: ApTOP: Goodwill MessagesNOT: This message is effective because it has been personalized by mentioning a specific incident.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

37. Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

ANS: F DIF: 5 REF: p. 219 OBJ: 8-7 TYPE: ApTOP: Goodwill MessagesNOT: Avoid pretentious, formal, or flowery language. Expressions like these do not sound sincere.


AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

38. Thank you for your letter congratulating me on my recent promotion to section supervisor; it was really nothing is an appropriate response to a letter congratulating an individual.

ANS: F DIF: 5 REF: p. 221 OBJ: 8-7 TYPE: ApTOP: Goodwill MessagesNOT: Avoid minimizing your achievements when responding to congratulatory notes.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Audience

39. When writing foreign business letters, use figures to express months and years such as 06/09/10 because figures are concise and easily recognized.

ANS: F DIF: 5 REF: p. 223OBJ: 8-8 TYPE: ApTOP: International MessagesNOT: To be safe, spell out the names of months instead of using figures in foreign business letters.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Diversity; Tier 2—International application

40. Businesspeople in all countries appreciate efficiency, straightforwardness, and conciseness in business letters.

ANS: F DIF: 3 REF: pp. 222--223OBJ: 8-8 TYPE: ConTOP: International MessagesNOT: Although American businesspeople appreciate efficiency, straightforwardness, and conciseness in business letters, foreign correspondents may look upon such directness as inappropriate, insensitive, and abrasive.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, AudienceAAC: Tier 1—Diversity; Tier 2—International applications

COMPLETION

1. Business ______________ are important when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, well-considered presentation.

ANS: lettersDIF: 3 REF: p. 201 OBJ: 8-1 TYPE: ConTOP: Understanding the Power of Business Letters and the Process of WritingNOT: Business letters are important when a permanent record is required, when formality is necessary, and when a message is sensitive and requires an organized, well-considered presentation.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns


2. You should use the ____________ strategy for positive, everyday messages.

ANS: directDIF: 3 REF: p. 204 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: You should use the direct strategy for positive, everyday messages.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

3. Numbered or bulleted lists, headings, columns, or boldface or italic type, also called ____________________ highlighting, can be used to highlight details in the body of a business letter.

ANS: graphicDIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: Numbered or bulleted lists, headings, columns, or boldface or italic type, also called graphic highlighting, can be used to highlight details in the body of a business letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—PatternsAAC: Tier 1—Technology; Tier 2—Word processing, Data conversion

4. Action information and deadlines belong in the ____________ of a business letter.

ANS: closingDIF: 3 REF: p. 205 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: Action information and deadlines belong in the closing of a business letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

5. Characteristics of good business letters include clear content, goodwill tone, and correct ____________.

ANS: form (or format)DIF: 3 REF: p. 206 OBJ: 8-2 TYPE: ConTOP: Analyzing the Structure of Business LettersNOT: Characteristics of good business letters include clear content, goodwill tone, and correct form.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

6. ____________________-style letters are formatted with all parts of the letter—dateline, inside address, body, and so on—set flush left.

ANS: BlockDIF: 1 REF: p. 206 OBJ: 8-2 TYPE: DefTOP: Analyzing the Structure of Business LettersNOT: Block-style letters are formatted with all parts of the letter—dateline, inside address, body, and so forth—set flush left.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns


AAC: Tier 1—Technology; Tier 2—Word Processing

7. Some routine messages open with a(n) ____________________ command, such as Will you please answer the following questions about your new line of computer products.

ANS: politeDIF: 5 REF: p. 207 OBJ: 8-3 TYPE: ApTOP: Direct Requests for Information and ActionNOT: Some routine messages open with a polite command, such as “Will you please answer the following questions about your new line of computer products.”AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

8. The closing of a direct request that requires action may include an end ____________________ so that the reader knows when an action is required.

ANS: dateDIF: 3 REF: p. 208 OBJ: 8-3 TYPE: ConTOP: Direct Requests for Information and ActionNOT: The closing of a direct request that requires action may include an end date.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

9. ____________________ letters are written by customers to identify or correct a problem with products or services they have purchased.

ANS: ClaimDIF: 1 REF: p. 208 OBJ: 8-4 TYPE: DefTOP: Direct ClaimsNOT: Claim letters are written by customers to identify or correct a problem with products or services they have purchased.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

10. ____________________ claims are those to which you expect the receiver to agree readily and are written using the direct organizational pattern.

ANS: StraightforwardDIF: 1 REF: p. 208 OBJ: 8-4 TYPE: DefTOP: Direct ClaimsNOT: Straightforward claims are those to which you expect the receiver to agree readily and are written using the direct organizational pattern.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

11. Knowledgeable business communicators use a(n) ____________________ line in a direct reply letter to refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.

ANS: subjectDIF: 1 REF: p. 212 OBJ: 8-5 TYPE: DefTOP: Direct RepliesNOT: Knowledgeable business communicators use a(n) subject line in a direct reply letter to


refer to earlier correspondence so that in the first sentence they are free to emphasize the main idea.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

12. The ____________ pattern should be used for messages that are mostly good news but may have some negative elements.

ANS: directDIF: 3 REF: p. 212 OBJ: 8-5 TYPE: ConTOP: Direct RepliesNOT: The direct pattern should be used for messages that are mostly good news but may have some negative elements.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

13. When a company receives a claim and decides to respond favorably, the letter is called a(n) ______________ letter.

ANS: adjustmentDIF: 1 REF: p. 214 OBJ: 8-6 TYPE: DefTOP: AdjustmentsNOT: When a company receives a claim and decides to respond favorably, the letter is called an adjustment letter.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

14. Adjustment letters that grant customers’ claims should be written using the ________ organizational pattern.

ANS: directDIF: 3 REF: p. 214 OBJ: 8-5 TYPE: ConTOP: AdjustmentsNOT: Adjustment letters that grant customers’ claims should be written using the direct organizational pattern.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

15. Deciding whether to ______________ to a customer in an adjustment letter is a debatable issue. Some attorneys discourage doing so, but many customers appreciate it.

ANS: apologizeDIF: 3 REF: p. 216 OBJ: 8-6 TYPE: ConTOP: AdjustmentsNOT: Deciding whether to apologize in an adjustment letter is a debatable issue. Some attorneys discourage apologies, fearing that they admit responsibility and will trigger lawsuits; but many customers like to hear apologies.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

16. ____________________ messages are those that express thanks, congratulations, recognition, or sympathy.


ANS: GoodwillDIF: 1 REF: p. 217 OBJ: 8-7 TYPE: DefTOP: Goodwill MessagesNOT: Goodwill messages are those that express thanks, congratulations, recognition, or sympathy.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations


17. Goodwill messages should be selfless, specific, sincere, spontaneous, and ______________.

ANS: shortDIF: 3 REF: pp. 218-219 OBJ: 8-7 TYPE: ConTOP: Goodwill MessagesNOT: Goodwill messages should be selfless, specific, sincere, spontaneous, and short.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

18.____________________-you notes should be written for favors, gifts, and hospitality.

ANS: ThankDIF: 1 REF: p. 219 OBJ: 8-7 TYPE: DefTOP: Goodwill MessagesNOT: Thank-you notes should be written for favors, gifts, and hospitality.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

19. ____________________ notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.

ANS: SympathyDIF: 1 REF: p. 221 OBJ: 8-7 TYPE: DefTOP: Goodwill MessagesNOT: Sympathy notes should refer to a death or misfortune sensitively and offer assistance without going into excessive detail.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

20. Letters going to individuals in other parts of the world, such as Japan and Europe, should probably use a more ____________________ tone than letters written for American businesspeople.

ANS: formalDIF: 3 REF: p. 222OBJ: 8-8 TYPE: ConTOP: International MessagesNOT: Letters going to individuals in other parts of the world, such as Japan and Europe, should probably use a more formal tone than letters written for American businesspeople.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Diversity; Tier 2—International applications


ESSAY

1. Although e-mail is incredibly successful for both internal and external communication, many important messages still call for letters. Business letters are necessary in four situations. List and give a work-related example of each of these situations.

ANS: Student answers will vary:

a. When a permanent record is needed. For example, when a company enters into an agreement with another company, business letters introduce the agreement and record decisions and points of understanding.b. When information is confidential. For example, when you must send a letter of recommendation that may contain confidential information, a business letter is preferred over other channels.c. When formality or sensitivity is required. For example, when you have to deliver bad news to a client, business letters carry the nonverbal message that the writer considered the message to be significant.d. When a persuasive, well-considered message is needed. For example, direct mail letters remain a powerful tool to promote services and products to customers and potential customers.

DIF: 5 REF: p. 202 OBJ: 8-1 TYPE: ApTOP: Understanding the Power of Business Letters and the Process of WritingAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

2. Good business letters share three primary characteristics. List and briefly describe these characteristics; then provide three techniques for achieving each characteristic.

ANS: Student answers will vary.

Clear Content: A good business letter should be understood by the reader. Techniques to achieve clarity include:a. Divide letter into short paragraphs.b. Use short sentences.c. Use clear transitional expressions.d. Use familiar words.e. Use the active voice.f. In reply letters answer all the reader’s questions or concerns so that further correspondence is unnecessary.

Goodwill Tone: Good letters build goodwill. Goodwill is a positive feeling the reader has toward an individual or an organization. Techniques to achieve goodwill include:a. Present the message from the reader’s perspective.b. Use the “you” view.c. Point out reader benefits.d. Be sensitive to words that might suggest gender, racial, age, or disability bias.e. Frame your ideas positively.


Correct Form: A business letter conveys silent messages beyond that of its printed words. The letter’s appearance and format reflect the writer’s carefulness and experience. Techniques to achieve good form include:a. Select an appropriate format, such as block style.b. Center the letter on the page framed by white space.c. Use ragged right margins.

DIF: 5 REF: pp. 205-206 OBJ: 8-2 TYPE: ApTOP: Analyzing the Structure of Business lettersAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

3. Your company was charged twice last month for its rent. This amount is automatically deducted from your company’s checking account, and you just noticed the double entry for June. You must write a claim letter to your landlord asking for a refund of $2,000. Write a clear, concise claim letter. Because you expect your landlord to agree readily, use the direct strategy. Omit the letter address, salutation, and complimentary close.


Please issue a refund check for $2,000, which is the amount our company was overcharged for our rent in June 2008.

Our rent is automatically deducted from our checking account each month (Account No. xxxxxxxxx). In June the $2,000 amount was deducted twice. Enclosed is a copy of our June bank statement with the double entry highlighted.

Please issue the refund check by July 20 so that we can deposit it before our next rent payment is due.

DIF: 5 REF: pp. 208-210 OBJ: 8-4 TYPE: ApTOP: Direct ClaimsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Theory applicationAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard English

4. You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $2,000 for extra rent that was paid in June. You check your records and find out that the June rent was deducted twice from the tenant’s bank account. You think this must have been a bank error, but the double amount was transferred to your bank account. Write an adjustment letter to the tenant, and enclose a refund check. Omit the letter address, salutation, and complimentary close


Enclosed is a check for $2,000 as refund for the double rent you paid in June 2008.

Our research shows that the automatic deduction for your rent was accidentally processed twice last month, and we have communicated with the bank to make sure that this doesn’t happen again.


You were most helpful in informing us of this situation and permitting us to correct it.

DIF: 5 REF: pp. 214-217 OBJ: 8-6 TYPE: ApTOP: AdjustmentsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Theory applicationAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations, Standard English

5. Goodwill messages are used in business to express thanks, recognition, and sympathy. Explain why these messages are valuable in the workplace and the five Ss that apply when writing them. Then describe three work-related scenarios where it would be appropriate to send each of these types of messages.

ANS: Student answers will vary.Goodwill messages are important in the workplace because they make the receiver feel good. Goodwill message show that you care and that you consider an event to be important. The five Ss to remember when writing goodwill messages include:

a. Selfless: Be sure to focus the message solely on the receiver not the sender.b. Specific: Personalize the message by mentioning specific incidents or characteristics of the receiver.c. Sincere: . Let your words show genuine feelings. Use conversational language in your written message. Avoid pretentious, formal, or flowery language.d. Spontaneous: Keep the message fresh and enthusiastic. Avoid canned phrases. Strive for directness and naturalness, not creative brilliance.e. Short: Although goodwill messages can be as long as needed, try to accomplish your purpose in only a few sentences.

Scenarios in which each type of message would be appropriate include the following:

A thank-you note can be written to thank someone for:a. Giving you a gift.b. Treating you to lunch or dinner.c. Hosting a party or other event.d. Helping you on a project.e. Doing a great job.

A congratulations note can be written to recognize someone for:a. Getting married.b. Having a baby.c. Graduating from college.d. Retiring.e. Landing a big account.f. Getting a promotion.g. Completing a successful project.


A sympathy note can be written when:a. A coworker’s spouse or other loved one dies.b. A coworker becomes ill or injured.c. A coworker dies (message sent to family).d. A coworker has a love one who is ill or injured.

DIF: 5 REF: pp. 218-219 OBJ: 8-8 TYPE: ApTOP: Goodwill MessagesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

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