Exam 2 QuestionsCHAPTER 649. Which of the following messages is not considered routine?a. a consumer complaining about a defective productb. a manager notifying employees of a policy changec. top management officials announcing a decision to close a factoryd. an individual requesting a credit account with a department storee. a government agency responding to a request for a brochure50. The direct organizational plana. provides reasons before the primary idea.b. is often used for persuasive and bad-news messages.c. lets the reader quickly see the purpose of the message.d. includes a paragraph introducing yourself.e. is rarely used for routine messages.51. What is an advantage of the direct organizational approach?a. Reasons are provided up front to prepare the reader for negative news.b. The major news receives the most attention.c. The message is typically shorter.d. An action-ending paragraph can be omitted.e. Topic sentences are minimized for conciseness.52. Which situation does not normally involve a routine request?a. A student needs to obtain general product information for a research paper.b. A consumer sees an advertisement in a magazine and wants to know more about the product.c. A manager needs her assistant to prepare a document for new interns.d. A college student organization wants free soda to give away to students who stop by its fund-raising booth.e. A sales representative needs to be reimbursed for his weekly travel expenses.53. A request is not routine if youa. believe that the reader will object to granting your request.b. anticipate no resistance from the reader responding to your request.c. think the reader will appreciate the opportunity to comply with your request.d. are making a simple request without persuasion.e. put a direct question or polite request in the first sentence or two.54. You should start a routine requesta. by asking for an immediate response.b. with the request, which is the main idea.c. with a rhetorical question to attract reader attention.d. by explaining why you need the information you’re requesting.e. with a sentence of appreciation for the reader’s cooperation.55. You should use the direct organizational plan when youa. are not able to grant a customer’s request.b. expect resistance and must persuade someone to do what you ask.c. must describe situations that are delicate or confidential.d. are explaining an important decision that will adversely affect the reader.e. are conveying routine information in which the reader is interested.56. When sending a routine message, you should nota. telephone with details.b. write a detailed letter.c. write a detailed e-mail message.d. write a detailed report.e. write a detailed memorandum.57. Identify an example of a polite request.a. Would you please provide information about your new digital camera?b. You need to provide more information about your digital camera product line.c. When will you mail the requested information about the digital camera?d. Your digital camera may be what our desktop publishing department needs.e. Thank you for providing the information by March 15.58. A suggestion for communicating with someone from another culture is toa. present your major idea first so as to be clear.b. write as your reader expects you to write.c. adapt to the reader’s style.d. be very formal in all cases.e. include as much detail as you can.59. Additional explanation or details about your initial request are necessary toa. let the reader know exactly how the information will be used.b. add strong persuasion to comply with your request.c. become a good friend of the reader.d. avoid having a letter that is too short.e. stress how you will benefit if the reader complies with our request.60. When asking several specific questions in a direct request letter, do nota. number each question.b. cover only one topic in each question.c. arrange the questions in a logical order.d. use the indirect organizational plan.e. word questions clearly and objectively.61. To increase the probability that your routine request will be granted,a. list as many in-depth questions as possible.b. explain how the reader will benefit by doing what you ask.c. include flattering statements to retain the interest of your reader.d. persuade the reader that a timely response is critical.e. mention the name of a reference before or after making the request.62. The final paragraph of a routine request shoulda. sound friendly and positive.b. show appreciation for the assistance to be provided.c. not take the reader’s cooperation for granted.d. state and justify when the information or action is needed.e. do all of these.63. Which of the following is the most effective closing statement in a request letter?a. Thank you in advance for answering my questions about your training workshops.b. Because the convention budget needs to be finalized, I would appreciate receiving the information about your convention facilities by September 3.c. Please send me information about your new product line.d. I trust that, if you want me to order merchandise from your company, you will respond by June 30.e. I am in the process of planning a wedding reception and need some assistance.64. Promptness in responding to a routine request is important becausea. it is the courteous thing to do.b. it ensures good public relations.c. it makes the customer feel he or she is valued.d. it ensures the time you spend replying to the request is not wasted.e. of all of these reasons.65. What is the most important guideline to follow when preparing a routine reply?a. Use the indirect organizational plan.b. Make it clear to the reader that you are doing the person a huge favor.c. Answer the request promptly.d. Avoid promotional material when responding to a request for product information.e. Do not answer a question if you do not know the answer.66. Which of the following is not appropriate when preparing a routine reply?a. Use the indirect organizational plan.b. Put the “good news” in your first paragraph.c. Respond to the request promptly.d. Include answers to both implied and stated questions.e. Answer questions even if readers do not want to hope for that response.67. A routine reply isa. sent in reply to a routine persuasive sales letter.b. used when a routine request is being denied.c. more effective when it follows the indirect organizational plan.d. less effective when it follows the direct organizational plan.e. an appropriate response when the
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