TEST BANK
OF BCOM 6TH EDITION BY LEHMAN, DUFRENE
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Chapter 6—Delivering Good- and Neutral-News Messages
TRUE/FALSE
1. Neutral messages contain content that is not
likely to generate an emotional message from the receiver.
2. Memorandums, or memos, are appropriate for
communication both inside and outside the company.
3. Because message expectations and social
conventions differ among cultures, effective communicators adapt their
strategies when communicating with various audiences.
4. Making a choice between an inductive outline
or a deductive outline is as important in writing an email message or
memorandum as in writing a letter.
5. Selection of the deductive or inductive
method of organizing business messages depends on the probable reaction of the
receiver to the message.
6. An advantage of the deductive organization of
good- or neutral-news messages is that it helps receivers save time because
they can understand the important idea and then move rapidly through the
details.
7. The three steps in the deductive strategy
used for good- and neutral-news messages indicate the requirement for a
three-paragraph document format.
8. Good- or neutral-news messages follow a
deductive sequence in which the message begins with the main idea.
9. Depending on the situation, a thank-you
message can be handwritten, printed on letterhead, or sent electronically.
10. Goodwill messages can be designed to build strong, lasting
relationships among employees, clients, customers, and various other groups.
11. Appreciation letters that are not sent in a timely manner may
arouse questions about the sender's motive.
12. It is acceptable to send a message of appreciation that includes
strong, somewhat exaggerated language when the sender believes the statements
to be true.
13. The strategies for routine claims and persuasive claims differ
because with a persuasive claim, a request will likely be granted only after
explanations and arguments have been presented.
14. An attempt at resale or sales promotion is inappropriate in a
favorable response to a claim message.
15. Personalized form letters are a fast and efficient means to send
frequently recurring messages that will likely result in a neutral or favorable
reaction from the receiver.
16. The impersonal nature of form letters makes them inappropriate for
business purposes.
17. An acknowledgment message is sent to indicate an order has been
received and processed.
18. When asked to provide credit information about an account holder,
good advice is to report only facts and avoid opinions about the applicant.
19. The Equal Credit Opportunity Act requires that a credit applicant
be notified of a credit decision within 10 days of receipt of the request or
application.
20. Asking a colleague or employee to walk through the steps outlined
in a procedural document is recommended prior to finalizing the document.
21. Memos or email messages are the most frequent methods for sharing
procedures and instructions for internal business communication when a written
record is needed.
MULTIPLE CHOICE
1. If you need to convey information that
contains good- or neutral-news, you could use
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a.
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letters but not e-mail or voice mail.
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b.
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e-mail but not letters or voice mail.
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c.
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e-mail and letters but not voice mail.
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d.
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e-mail, memos, or voice mail.
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2. As compared to letters, memos and email are
channels for sharing information of a somewhat ____ nature.
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a.
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formal
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b.
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informal
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c.
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negative
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d.
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personal
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3. The organization of business messages should
be organized based on
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a.
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a prediction of the receiver’s
reaction to the main idea.
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b.
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the deductive sequence.
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c.
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the inductive sequence.
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d.
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a reflection of the writer’s mood and
personality.
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4. Mary has a neutral message to deliver to a
co-worker. What delivery options would be the most effective?
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a.
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Letter, email, or telephone
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b.
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Memo, instant messaging, or letter
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c.
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Letter, phone, or in person
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d.
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Memo, email, or phone
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5. Which of the following is NOT
an advantage of the deductive sequence approach for a good-news message?
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a.
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The first sentence receives attention
since it is in an emphatic position.
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b.
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The good news in the first sentence
puts receivers in a good frame of mind.
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c.
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The organization is persuasive and
calls for action.
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d.
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The receiver can understand the
important idea and move quickly through the supporting details.
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6. The strategies for structuring effective
good- and neutral-news messages
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a.
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follow the inductive sequence.
|
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b.
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vary dramatically from one company to
another.
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c.
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can generally be applied to cultures
around the world.
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d.
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are generally consistent among North
American audiences.
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7. Email messages and memos differ from letters
in that they are
|
a.
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written to employees within a company.
|
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b.
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less formal in tone and formatting.
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c.
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subject to less grammatical scrutiny.
|
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d.
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more formal in tone.
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8. The steps for the deductive sequence approach
for a good-news message are
|
a.
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begin with the details, state the main
idea, and end on a friendly thought.
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b.
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begin with the main idea, provide
details and explanation, and end on a future-oriented closing thought.
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c.
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start with a friendly thought, provide
details, and end with the main idea.
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d.
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none of the above
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9. Which of the following is recommended advice
when writing an appreciation message?
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a.
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Time the message to arrive two to
three weeks following the action or event.
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b.
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Use slight overstatements to
communicate your favorable attitude.
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c.
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Avoid specific remarks about the
receiver’s performance or achievement.
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d.
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Consider sending a copy of the
appreciation message to the individual’s supervisor.
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10. Your staff has worked hard to successfully complete a project for
a large advertising client. Which of the following is the BEST
way for you to express thanks to the staff?
|
a.
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Thank them at the staff meeting next
month.
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b.
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Post a note on the company intranet.
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c.
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Ask your administrative assistant to
post a note in the lunchroom.
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d.
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Send an email immediately to all
staff.
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11. A sincere apology message to a customer for a serious mistake made
would likely be considered by the customer as
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a.
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a negative news message.
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b.
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an attempt to preserve a relationship.
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c.
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unwelcomed, since a verbal apology is
more meaningful.
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d.
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a misdirected communication.
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12. Ignacio is asking for a refund or a replacement for a recently
purchased malfunctioning DVD player; his request for the refund or replacement
would be considered a
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a.
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persuasive claim.
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b.
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complaint.
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c.
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routine claim.
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d.
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negative news message.
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13. Claims related to product warranties, guarantees, or contractual
conditions are typically ____ claims.
|
a.
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persuasive
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b.
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inductive
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c.
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routine
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d.
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negative news
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14. In writing a routine claim,
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a.
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the message should begin with a
request for action.
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b.
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the message should begin with the
details and explanation.
|
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c.
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the message should begin with an
expression of appreciation of the business relationship.
|
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d.
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none of the above.
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15. Which of the following is NOT good advice for
writing a routine claim?
|
a.
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Use the direct approach.
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b.
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Use a persuasive, forceful tone.
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c.
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Assume the request will be granted.
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d.
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Avoid an accusatory tone.
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16. You are writing to ABClothes.com to request an exchange for an
ordered shirt that was recently sent to you in an incorrect size; the message
you write will be
|
a.
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a routine claim.
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b.
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a persuasive request.
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c.
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a negative news message.
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d.
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a goodwill message.
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17.
Persuasive requests differ from routine requests in that
|
a.
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persuasive arguments need to be
presented at the beginning of the message.
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b.
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routine requests require a forceful
approach.
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c.
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routine requests begin with details
and explanations first.
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d.
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persuasive messages are shorter in
length.
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18. After consideration of a customer’s request for a partial product
refund due to repeated repairs, you have determined that you should comply.
Which of the following is NOT part of your effective adjustment
message?
|
a.
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A fair response to a legitimate
request
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b.
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A statement that “the claim is being
granted”
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c.
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Resale or sales promotional material
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d.
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An attempt to regain possible lost
goodwill
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19. Which of the following requires an individualized acknowledgment
message?
|
a.
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Initial order from a customer
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b.
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Custom order
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c.
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Delayed order
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d.
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All of the above
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20. Which of the following sentences is a good example of a beginning
sentence in a favorable reply to a routine request?
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a.
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We can definitely assist you in having
your regional conference at the Ritz-Carlton.
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b.
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Thank you for your request.
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c.
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Please let us know the number of rooms
you require first.
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d.
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I read your request.
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21. Which of the following is NOT recommended when
preparing form messages?
|
a.
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Add variables to the standard text to
tailor the message to the individual.
|
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b.
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Use pre-produced mailing labels.
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c.
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Use stored paragraphs that are
selected according to the situation.
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d.
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Use good quality paper and a high
quality printer.
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22. Ola Jensen has placed her first order with your company. What is
the BEST method to let her know you received her order?
|
a.
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Send her a preprinted form letter
acknowledging the order.
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b.
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Send her a copy of the sales order.
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c.
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Send her sales promotional material.
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d.
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Send her an individualized
acknowledgment message about her order.
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23. A well-written message acknowledging a customer’s order usually
will likely result in
|
a.
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the customer requesting to be removed
from the mailing list.
|
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b.
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the customer placing additional
orders.
|
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c.
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a decrease in the cost of doing
business.
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d.
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all of the above
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24. You have been asked to provide a credit reference for a customer.
Which of the following will be part of your written response?
|
a.
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your opinions about the customer
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b.
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a statement as to whether the client
is a good credit risk
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c.
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a general statement about the client’s
credit history, followed by supporting details
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d.
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all of the above
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25. When you provide credit information about another person, you have
an ethical and legal obligation to
|
a.
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yourself.
|
|
b.
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the credit applicant.
|
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c.
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the business from whom credit is
requested.
|
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d.
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all of the above.
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26. Which of the following guidelines for writing messages extending
credit is FALSE?
|
a.
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The writer should include the credit
terms.
|
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b.
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The writer should include the penalty
fee for a late payment.
|
|
c.
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The writer should omit any mention of
sales promotion or resale.
|
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d.
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None of the above is false.
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27. Manuel, a credit supervisor, must write a letter informing a new
client that her credit application has been approved. What writing sequence
should he use?
|
a.
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Persuasive since he needs to confirm
her choice of his company’s products
|
|
b.
|
Inductive because he needs to give her
an explanation first
|
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c.
|
Deductive because he needs to give her
the good news at the beginning of his message
|
|
d.
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None of the above
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28. Which of the following are the most frequently used methods of
communicating standard operating procedures and other instructions to
employees?
|
a.
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Memos and email messages
|
|
b.
|
Face-to-face meetings and phone
conversations
|
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c.
|
Phone conversations and instant
messaging
|
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d.
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Reports and letters
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29. A procedural message may be ineffective if it
|
a.
|
uses active voice and action verbs.
|
|
b.
|
numbers each step of the procedure in
order of completion.
|
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c.
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uses a flow chart to show complex
procedures.
|
|
d.
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is not pilot tested by colleagues and
other employees.
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30. Your company has decided to require all employees to wear picture
ID badges, starting next week. Numerous steps are involved to get a photo ID.
What would you do to alert the employees of the requirement?
|
a.
|
Send the procedural message in an
email to all employees.
|
|
b.
|
Ask each employee to come in for a
meeting with you.
|
|
c.
|
Schedule a company-wide meeting to
explain the procedure.
|
|
d.
|
Send each employee a form letter to
his or her home about the requirement.
|
31. When writing complex procedures that should be completed in a
particular order, which method is BEST?
|
a.
|
Put the procedures in bullet format.
|
|
b.
|
Number the steps.
|
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c.
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Prepare a flowchart.
|
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d.
|
None of the above.
|
SHORT ANSWER
1. You have just received your cell phone bill,
and realized that you have been charged this month and for several previous
months for a calling feature you did not authorize. You called the cell phone
provider but were told that only the charge for this month can be credited. You
are planning to write a letter to get your bill adjusted. What tone should your
letter have? Why?
2. List the steps in the deductive outline used
for good- and routine-news messages. Explain why the deductive outline is
recommended for these messages.
CASE
1. Customer Requests Information for
Returning Product
The customer service
department of Software Solutions received a letter from Latif Ahmed stating
that he placed an order for the AccTabs accounting software and instead
received a software package entitled ThirdWave. He would like to receive a UPS
account number to use when returning the product so that he will not have to
pay the shipping, as well as instructions for packaging and labeling the
returned product.
Required:
Write an e-mail message as the customer service manager of
Software Solutions responding to Mr. Ahmed’s requests. Include an appropriate
subject line and message body in your solution.
2. Crafting an Effective Claim Request
Analyze the following routine claim letter and make needed
revisions.
Dear Mr. Ortiz:
Eight months ago, I purchased the Wireless-G Broadband Router (2.4
GHz), Model No. WRT54G, from your company. After only eight months of use, it
no longer works. It quit working while I was in the middle of a huge project,
and the delay cost me hundreds of dollars.
Since this product came with a year warranty, I am upset that it
quit working after less than a year. It must be defective. I have the receipt
for purchase and want a replacement immediately. The router problem has already
cost me time and money. If I don’t receive a replacement or refund immediately,
I will not buy your products in the future.
Please send a replacement router via express delivery to the address
on this letterhead.
Thank you.
3. Extension of Credit to InfoSearch
You have received a request for credit from a company called
InfoSearch for online databases available from your company. You are a vendor
for information databases, and subscribers to your services may contract for
12-month access to this information. You offer various service packages that
provide access to specific databases. InfoSearch wants the Standard Package which
allows access to a selection of your company’s available databases. The
extension of credit will allow InfoSearch to order additional levels of service
as needed and pay for them on a monthly basis.
Required:
Send a letter, stating that credit is granted, to Olena
Androgenski at InfoSearch.
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