When you justify a routine request you should provide

47) Which of the following would be most effective as the opening statement for a message from a customer service executive of Weaver Designs to the customer, granting the claim?
A) Thanks for contacting us about the dress that you purchased from Weaver Designs. Even though the problem of fading arose from the fact that you washed the dress in hot water, instead of cold—as is spelled out in the washing instructions on the label—we are sending you a replacement.
B) The problem that you brought to our notice occurred because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. Nevertheless, we are mailing you a dress identical to the one you purchased.
C) Thanks for contacting us about the dress that you purchased from Weaver Designs. We are mailing you a dress identical to the one you purchased, even though the fading was a result of washing the naturally dyed dress in hot water in the machine.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. However, to retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry. From your e-mail, it appears that you neglected to do so. Nevertheless, we are mailing you an identical dress.
E) Weaver Designs is as much about excellence in customer service as it is about green fashion. This is why we are disregarding your error in following the washing instructions indicated on the label of our clothes and are mailing you an identical dress as replacement for the one you damaged.

Índice Show

What should you consider in making a routine request?
What is a routine request?
What are three guidelines for asking a series of questions in a routine request?

48) Which of the following would be most effective as the body for a message from a customer service executive of Weaver Designs to the customer, granting the claim?

A) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes that must not be washed in hot water or put in the dryer. Please ensure that , henceforth, you wash the dress gently in cold water, either in your machine or by hand, and lay flat to air-dry.
B) The problem that you brought to our notice is because you washed the naturally dyed dress in hot water, instead of cold, as the instructions clearly explain. We request you to pay close attention to the washing instructions when you wash this dress.
C) We at Weaver Designs urge you to carefully read and follow the washing instructions—clearly printed on all labels and packaging—to prolong the life of your clothes and to avoid further claims of this kind.
D) At Weaver Designs, we take pride in making all of our clothes from natural, earth-friendly fabrics and dyes. To retain their color and shape, these fabrics need to be washed gently in cold water, either in your machine or by hand, and laid flat to air-dry.
E) This entire issue could have been easily avoided if you had paid attention to the washing instructions printed in no unclear terms on all labels and the packaging.

Terms in this set (71)

1) When developing a message, which of the following will contribute to the impact of the message?
A) Assuming the audience has experience with the subject matter
B) Organizing and clarifying all essential information
C) Using words and phrases designed to impress the audience
D) Using subject specific and complex language whenever possible
E) Writing for the most senior member of the organization who may read the message

2) Which of the following is not considered a routine and positive message?
A) Technical support
B) Rejecting suggestions and proposals
C) Replies to routine business matters
D) Good news announcement
E) Thank you notes

3) In a good news message the opening of the message should contain what?
A) Reasons for your decision
B) Explanation of your request
C) A clear statement of the request
D) Request for specific action
E) Justification for the message

4) When preparing a routine request, what approach is most appropriate to use?
A) Persuasive
B) Indirect approach
C) Bulleted facts
D) Direct approach
E) Social media

5) Which of the following shows the best use of tone when writing a routine request?
A) "I need a copy of the budget."
B) "Send me the latest version of the budget."
C) "Can I have the budget by Tuesday?"
D) "I need you to email the budget immediately."
E) "Please send me a copy of the budget."

6) When determining the format for a message, a direct approach would work best under which conditions?
A) The audience will likely comply.
B) The audience might be upset with the news.
C) The audience has little time to read an explanation before reading the news.
D) The audience will probably not agree with the news.
E) The audience has little understanding of the reason for writing.

7) Which of the following will improve the likelihood of getting the desired response?
A) Ask the audience for their feelings on the topic.
B) State exactly what you want.
C) Explain to the audience what you are working on and ask for their help.
D) Tell the audience how the information will be used.
E) Tell the audience who the information will be forwarded to.

8) In a direct request, where is the request explained in detail?
A) In the opening line of the communication
B) In the opening paragraph of the communication
C) In the body of the communication
D) Repeated several times throughout the entire communication
E) At the close of the communication

9) Which of the following is the best way to handle multiple requests when responding to requests from a reader?
A) Send a new message for each request.
B) Use a new paragraph in the body of the message for each request.
C) Discuss the most important request first in the body of the message.
D) Put all the requests in one long paragraph.
E) List the request on an additional page.

10) Telling the audience about relevant deadlines and how you can be reached should be done in which section of the direct formatted message?
A) Opening paragraph
B) Immediately after the explanation of what you want
C) In the body of the message
D) In the closing paragraph of the message
E) In the paragraph above the close that explains information relating to your request

...

11) What should you do when developing a routine request or a positive message?
A) Slowly build up to the request or main idea
B) Not assume that your audience will comply
C) Demand action to ensure compliance
D) Be non-specific when stating what you want
E) State precisely what you want

12) How should a routine request begin?
A) With a clear statement of request
B) With a buffer that builds up to the main request
C) With a justification for the request
D) With an attention-getting statement, fact or question
E) With the phrase "thank you" or similar words of appreciation

13) When deciding to use a routine request format, which of the following should you do?
A) Use a demanding tone to ensure compliance.
B) Assume that your audience will comply.
C) Avoid spelling out exactly what you want.
D) First offer a justification for the request.
E) Use the phrase "thank you in advance."

14) When making a routine request, what should the writer do in the body of the message?
A) Put the most important request at the end.
B) Explain and justify the request.
C) Address all topics in one question.
D) Offer apologies for any inconvenience caused.
E) Include contact information.

15) How should multiple requests or questions in one message be addressed?
A) Address all topics in one question.
B) Offer apologies for any inconvenience caused.
C) Start with the most important question.
D) Do not assume the audience will comply.
E) Avoid asking too many questions of the reader.

16) What should be done when explaining and justifying the routine request in the body of the message?
A) Address multiple topics in one question.
B) Offer apologies for the inconvenience.
C) Put the most important question last.
D) Offer incentive for the audience to comply.
E) Break down complex requests into specific questions.

17) What should the close of a routine request include?
A) A sincere apology for the inconvenience caused
B) An explanation or justification for the request
C) The phrase "Thank you in advance" to ensure compliance
D) Information about how you can be reached
E) Questions that will help the organization of the message

18) The close of the routine request should include what?
A) A sincere apology for the inconvenience caused
B) Explanations and justifications for the request
C) The phrase "thank you in advance" to ensure compliance
D) A specific request that includes any relevant deadlines
E) Questions that will help you organize the message

27) Which of the following is a common use of a routine message?
A) Making claims and requesting adjustments
B) Refusing to make a recommendation
C) Determining fault for a missed deadline
D) Developing a marketing pitch
E) Asking for a pay increase during difficult economic times

28) Which of the following is a common element in a request for information or action?
A) Your position within the organization
B) What will happen if the reader doesn't supply the information
C) What you want to know or what you want the reader to do
D) Who is being copied on the request
E) How you want the response to be formatted

29) When seeking a recommendation before awarding a contract, what type of information is least likely to be needed from an applicant?
A) Information on skills
B) Information on abilities
C) Information on integrity
D) Information on credit worthiness
E) Information on character

30) Requests for recommendations are generally organized using what approach?
A) Question and answer
B) Direct
C) Indirect
D) Persuasive
E) Free form

31) Which of the following is a key point when providing sources for recommendations?
A) The indirect approach for requests should be used.
B) Avoid stating why the recommendation is required.
C) Always ask permission before using someone as a reference.
D) Always offer to pay the person for their time in writing the reference.
E) Avoid pressuring the receiver by mentioning a deadline.

32) When developing a routine request for a recommendation, what should go in the body of the message?
A) Why the writer wants the position
B) An expression of appreciation
C) Information the recipient needs to write the recommendation
D) Any deadlines that might be important
E) The purpose of the needed recommendation

33) When making a claim to a company, what is the purpose of the message?
A) To ask for a settlement of the claim
B) To write a formal complaint
C) To suggest how a product or service could be improved
D) To provide a goodwill gesture, allowing the company to improve the product
E) To ask for a resolution to a problem before further steps are required

34) When asking for an adjustment from a company, what is being asked for?
A) The settlement of a claim
B) An opportunity to file a formal complaint
C) An opportunity to suggest how a product or service could be improved
D) A resolution to a problem before further steps are required
E) A discount on a product or service

35) When writing for a claim or adjustment, what should be included in the opening paragraph?
A) Specific explanations of the reason for the claim
B) An offering of supporting documentation such as receipts
C) A request for specific action
D) A statement of the problem
E) The remedy being sought

36) When writing for a claim or adjustment, what should be included in the closing paragraph?
A) Specific explanation of reason for the claim
B) An offering of supporting documentation such as receipts
C) A request for specific action
D) A statement of the problem
E) The remedy being sought

37) Which of the following should a writer do when developing routine requests for recommendation?
A) Use the direct approach for the request
B) Avoid stating why the recommendation is required
C) Offer to write the letter and have the referee sign it
D) Offer to pay for the favor of writing recommendation
E) Avoid pressuring the receiver by mentioning a deadline

38) What should be accomplished in the opening of a request for a recommendation?
A) The deadline for sending the letter should be mentioned.
B) The reader's memory of the relationship he/she had with the person referred should be triggered.
C) The full name and address of the person to whom the letter should be sent should be obvious.
D) An offer to pay for the service rendered should be included.
E) A neutral buffer statement or statements should be included

39) What should the opening of a request for recommendation do?
A) Contain a sincere apology for the trouble caused
B) Clearly state why the recommendation is required
C) Include an offer to pay for the service rendered
D) Include the full name and address of the person to whom the letter should be sent
E) Contain a neutral buffer statement or statements

40) Which of the following should be included in the body of a request for a recommendation?
A) The full name and address of the person to whom the letter should be sent
B) A deadline for recommendation
C) An offer to pay for the service rendered
D) A sincere apology for the trouble caused
E) An expression of appreciation

41) How should a request for a recommendation close?
A) With the full name and address of the person to whom the letter should be sent
B) With a complete career summary
C) With a website link for viewing a résumé
D) With a statement that triggers the reader's memory of the relationship you had
E) With an expression of appreciation

42) If a recommendation is needed quickly, where should that information be indicated?
A) In the opening paragraph
B) In the explanation section
C) In the justification section
D) In the close
E) In a post script

43) When making claims or requesting adjustments, you should do what?
A) Avoid revealing your contact information.
B) Use the indirect approach.
C) Always maintain a professional tone.
D) Leave the specific course of action to the reader.
E) Warn the reader of the consequences of inaction.

44) When making claims or requesting adjustments, which of the following would be the most effective?
A) Warn the reader of the consequences of inaction.
B) Apologize for the inconvenience caused.
C) Clearly convey your anger and frustration.
D) Be professional, no matter how angry or frustrated you are.
E) Use the indirect approach.

45) When making claims or requesting adjustments, what should be included in the opening?
A) An apology for the inconvenience caused
B) A straightforward statement of the problem
C) A neutral buffer statement
D) An expression of your anger and frustration
E) A complete and specific explanation of the details of the problem

46) Which of the following should be included in the body of your routine message when making claims or requesting action?
A) An expression of your anger and frustration
B) A warning to the reader of the consequences of inaction
C) An apology for the inconvenience caused
D) A request specific action
E) Complete and specific explanation of the details

47) Which of the following is a guideline for making effective claims or requesting adjustments?
A) Always close with a sincere apology for the inconvenience caused.
B) Clearly convey your anger and frustration through your message.
C) Avoid giving a detailed explanation of your claim in the message.
D) Be prepared to back up your claim with relevant documents.
E) Warn the reader of the consequences of non-compliance

56) Which of the following would not be a goal when responding to routine replies from others?
A) Explain why you can comply with the request.
B) Communicate the information needed.
C) Answer all questions.
D) Provide all necessary details.
E) Leave the reader with a good impression of you and your company.

57) When is it appropriate to use the direct approach for routine messages?
A) When the reader may not be interested in what you have to say
B) When you want to save the reader time
C) When you have something to offer the reader
D) When the readers will be interested in what you have to say
E) When you are composing a message that will stay internal to the organization

58) Routine, positive messages include what type of information in the opening paragraph?
A) Reason for writing
B) How the audience will benefit from complying to the request
C) All relevant details
D) A neutral buffer
E) An introduction to the writer

59) Opening statements should be what?
A) Detailed
B) Brief and to the point
C) Neutral
D) Hedge sentences
E) Apologetic

60) When developing an opening statement for routine messages, what should the writer consider?
A) The most important thing the writer wants to convey
B) The most important thing the audience wants to know
C) The level of detail needed
D) The potential reaction of the audience
E) What channel and medium should be used to convey the message

61) When having to convey negative information in a routine message, what should the writer do?
A) Stress only the most positive information
B) Refer to the negative information in general and nonspecific terms
C) Put the negative information in as positive terms as possible
D) Avoid explaining the negative information
E) Use an indirect approach

62) To soften the blow of a negative response in a direct message, what should the writer include in the body of the message?
A) Specific identification of the negative news
B) The option to seek other solutions
C) Specific reason that lead to the decision
D) As much detail as possible
E) Emphasize how the decision can benefit the audience

63) How should routine replies and positive replies close?
A) With a sincere apology for the trouble caused
B) With an expression of appreciation or goodwill
C) With a detailed explanation of the request
D) With a mention of the consequences of non-compliance
E) With information about the negative aspects of the request, if any

71) Which of the following is least likely to be considered a routine or positive message?
A) Answers to routine requests
B) Denial of claims and adjustments
C) Recommendations
D) Routine informational messages
E) Good-news announcements

72) A well written response to a request for information or action will do what for the writer?
A) Positively influence the reader's perception of the writer and the organization
B) Negatively influence the reader's perception of the writer and the organization
C) Allow the writer to explain the benefits of working with their firm
D) Encourage customer satisfaction
E) Reinforce the organizations commitment to excellence

73) Before responding to a customer complaint, what should first be considered?
A) How upset the customer is
B) How often that particular customer complains
C) How easy it is to rectify the issue
D) Relationship with the customer
E) Company policy for handling customer complaints

74) When responding to a customer complaint, the best course of action is what?
A) Promise the customer complete satisfaction.
B) Explain how you plan to resolve the issue.
C) Apologize profusely.
D) Promise the issue will never happen again.
E) Indicate to the customer exactly who is to blame.

75) When granting the claim when the customer is at fault, what should be included in the body of the letter?
A) An apology
B) A clear indication of what the customer did wrong
C) A clear indication of how the customer can avoid a similar issue in the future
D) The discouragement of similar claims in the future
E) Contact information so the customer can discuss further concerns

76) What is the goal of a letter of recommendation?
A) To verify dates of employment
B) To verify salary
C) To verify the nature of your relationship with the candidate
D) To verify the candidate has the characteristics necessary for the job
E) To verify the candidate is eligible to work at the organization

77) Updating someone on projects or the status of an order is an example of what type of routine communication?
A) Goodwill messages
B) Answers to routine requests
C) Claims and adjustment requests
D) Good-news announcements
E) Routine informational messages

78) A policy change is an example of what type of message?
A) Goodwill messages
B) Answers to routine requests
C) Claims and adjustment requests
D) Good-news announcements
E) Routine informational messages

79) If a reader may not view a message as positive, what should be included in the body of the message?
A) An explanation of what will happen if the action is not taken
B) An explanation of potential benefits to the reader
C) An explanation of potential benefits to the writer
D) An explanation of the nature of the information being provided
E) An explanation of the reasons for the decision to be followed by the decision

80) Which of the following are specialized documents used to share relevant information with the news media?
A) Press releases
B) Direct to consumer news releases
C) Social media releases
D) External releases
E) Internal releases

81) Which of the following would be the most appropriate format for content of a news release?
A) Background information followed by solution
B) Background information followed by a series of alternatives
C) Good news followed by details
D) A series of alternatives followed by good news
E) Good news followed by a variety of alternatives

82) News releases that communicate directly with the customers and other audiences and include network links are called what?
A) Press releases
B) Direct to consumer releases
C) Social media releases
D) Blog releases
E) World wide web releases

83) Messages written to foster positive relationships with audiences are called what?
A) Social media releases
B) Goodwill messages
C) Condolence messages
D) Good-news announcements
E) Congratulatory messages

84) Writing a message that includes information readers might find helpful and using content and tone to provide an element of entertainment is best accomplished in what type of message?
A) Direct messages
B) Indirect messages
C) Persuasive messages
D) Good news messages
E) Goodwill messages

85) Which of the following would be the most common reason to send a congratulatory message to a coworker?
A) Wedding
B) Birth of a child
C) Graduation
D) Success in a nonbusiness competition
E) A significant business achievement

86) Which of the following routine messages is most likely to end up as part of an employee's permanent record?
A) A letter of recommendation
B) A congratulatory message
C) A message of appreciation
D) A message of condolence
E) A message fostering goodwill

87) Which of the following represents a brief personal message after the death of a loved one?
A) A letter of recommendation
B) A congratulatory message
C) A message of appreciation
D) A message of condolence
E) A message fostering goodwill

88) When preparing a message of condolence, which of the following sets of principles should the writer follow?
A) Short, simple and sincere
B) Short, timely and appropriate
C) Simple, sincere and appropriate
D) Sincere, direct and timely
E) Direct, timely and short

89) Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault?
A) Do not provide detail for how you plan to resolve the situation.
B) Specifically assign blame to someone else in the organization.
C) Start from the assumption that the information the customer provided is correct.
D) Imply that the customer is at fault.
E) Avoid taking or assigning personal responsibility for setting matters straight.

90) What should be done when granting claims and requests for adjustment when your company is at fault?
A) You should specifically assign blame to someone else in the organization.
B) You should take steps to repair the relationship.
C) You should start with the assumption that the information the customer provided is incorrect.
D) You should imply that the customer is at fault but you are willing to help anyway.
E) You should avoid taking or assigning personal responsibility for setting matters straight.

91) What should be avoided when granting claims and requests for adjustment when your company is at fault?
A) Blaming anyone in the organization by name
B) Going into the details of how you plan to resolve the situation
C) Starting with the assumption that the information the customer provided is correct
D) Openly sympathize with the customer's situation
E) Take or assign personal responsibility for setting matters straight

92) When attempting to write a positive message, what should the writer take care to do?
A) Thank the reader "in advance" for cooperating
B) Avoid offering additional services
C) Avoid trite saying that you may have heard or read
D) Avoid volunteering information about the request
E) Avoid placing the bad news first

93) Which of the following should be followed when writing recommendation letters?
A) Omit any negative information.
B) Only verify dates of employment and job titles.
C) Never collaborate with the former employee in developing the letter.
D) Understand your company's policy on letters of recommendation to avoid legal complications.
E) Never offer to provide a personal reference.

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What should you consider in making a routine request?

Like all other business messages, routine requests have three parts: an opening, a body, and a close. Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your request, then close by requesting specific action.

What is a routine request?

Routine request means a request for information that is contained in case files, dockets, indices, lists, or schedules, or a request that does not seek confidential, impounded, or sealed information.