Tutorial Questions CHP 4 AND 5

What is the first step in writing a routine request?

• Explaining and justifying your request

• Requesting specific action

• Stating your request up front

• Providing a summary

In a routine reply or positive message, what should be included in the opening?

• The main idea

• Detailed explanations

• A lengthy introduction

• Background information

What is the primary purpose of routine messages in business?

• To entertain the reader

• To keep business operations going

• To make a sale

• To provide legal advice

Which of the following is not a common example of a goodwill message?

• Congratulating an individual on a promotion

• Sending a bill

• Thanking an employee for their contribution

• Offering condolences

What is the primary goal of sending goodwill messages?

• To ask for a favor

• To enhance relationships with customers and colleagues

• To criticize poor performance

• To announce policy changes

When providing recommendations, what is important to include in the opening?

• A detailed account of the person's life

• Why the recommendation is required

• Personal anecdotes

• An apology for the delay

What is the main goal when conveying bad news effectively?

• To blame the recipient

• To minimize the recipient's negative reaction

• To ignore the recipient's feelings

• To deliver the news as quickly as possible

Which of the following is not a common example of a routine message?

• Requesting information

• Asking for recommendations

• Making a claim

• Filing a lawsuit

When using the indirect approach, what should follow the buffer?

• The bad news

• Reasons for the bad news

• A closing statement

• An apology

When is it appropriate to use the indirect approach to present bad news?

• When the bad news is not damaging

• When the bad news will provoke a hostile reaction

• When the organization prefers directness

• When firmness is necessary