Exam 2 Questions CHAPTER 6 49 Which of the following messages is not considered routine a consumer complaining about a defective product a manager notifying employees of a policy change top management officials announcing a decision to close a factory an individual requesting a credit account with a department store a government agency responding to a request for a brochure 50 The direct organizational plan provides reasons before the primary idea is often used for persuasive and bad news messages lets the reader quickly see the purpose of the message includes a paragraph introducing yourself is rarely used for routine messages 51 What is an advantage of the direct organizational approach Reasons are provided up front to prepare the reader for negative news The major news receives the most attention The message is typically shorter An action ending paragraph can be omitted Topic sentences are minimized for conciseness 52 Which situation does not normally involve a routine request A student needs to obtain general product information for a research paper A consumer sees an advertisement in a magazine and wants to know more about the product A manager needs her assistant to prepare a document for new interns A college student organization wants free soda to give away to students who stop by its fund raising booth A sales representative needs to be reimbursed for his weekly travel expenses 53 A request is not routine if you believe that the reader will object to granting your request anticipate no resistance from the reader responding to your request think the reader will appreciate the opportunity to comply with your request are making a simple request without persuasion put a direct question or polite request in the first sentence or two 54 You should start a routine request by asking for an immediate response with the request which is the main idea a b c d e a b c d e a b c d e a b c d e a b c d e a b c d e with a rhetorical question to attract reader attention by explaining why you need the information you re requesting with a sentence of appreciation for the reader s cooperation 55 You should use the direct organizational plan when you are not able to grant a customer s request expect resistance and must persuade someone to do what you ask a b c must describe situations that are delicate or confidential d e are explaining an important decision that will adversely affect the reader are conveying routine information in which the reader is interested 56 When sending a routine message you should not a b c d e telephone with details write a detailed letter write a detailed e mail message write a detailed report write a detailed memorandum 57 You need to provide more information about your digital camera product line Identify an example of a polite request a Would you please provide information about your new digital camera b c When will you mail the requested information about the digital camera d e Your digital camera may be what our desktop publishing department needs Thank you for providing the information by March 15 58 A suggestion for communicating with someone from another culture is to a b c d e present your major idea first so as to be clear write as your reader expects you to write adapt to the reader s style be very formal in all cases include as much detail as you can 59 Additional explanation or details about your initial request are necessary to a b c d e let the reader know exactly how the information will be used add strong persuasion to comply with your request become a good friend of the reader avoid having a letter that is too short stress how you will benefit if the reader complies with our request 60 When asking several specific questions in a direct request letter do not a b c d e number each question cover only one topic in each question arrange the questions in a logical order use the indirect organizational plan word questions clearly and objectively 61 To increase the probability that your routine request will be granted a b list as many in depth questions as possible 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 should sound friendly and positive show appreciation for the assistance to be provided not take the reader s cooperation for granted state and justify when the information or action is needed do all of these a b c d e 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 Because the convention budget needs to be finalized I would appreciate receiving the information about your convention facilities by September 3 Please send me information about your new product line I trust that if you want me to order merchandise from your company you will respond by June 30 I am in the process of planning a wedding reception and need some assistance 64 Promptness in responding to a routine request is important because it is the courteous thing to do it ensures good public relations it makes the customer feel he or she is valued it ensures the time you spend replying to the request is not wasted of all of these reasons 65 What is the most important guideline to follow when preparing a routine reply a b Make it clear to the reader that you are doing the person a huge Use the indirect organizational plan favor Answer the request promptly Avoid promotional material when responding to a request for product information 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 b c d e Use the indirect organizational plan Put the good news in your first paragraph Respond to the request promptly Include answers to both implied and stated questions Answer questions even if readers do not want to hope for that response 67 A routine reply is b c d e a b c d e c d e sent in reply to a routine persuasive sales letter used when a routine request is being denied a b c more effective when it follows the indirect organizational plan less effective when it follows the direct organizational plan d an appropriate response when the request will be granted e 68 If you wait to respond to a routine request that you are granting you a may lose the
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