Chapter 7
Positive, Neutral, and Social Business Messages
T
1.
A positive or neutral message should emphasize receiver benefits.
F
2.
The explanation section of a message written using the direct plan should be
complete and subjective.
F
3.
The opening paragraph of a claim message should state the remedy the writer
desires.
T
4.
One of the reasons social business messages are effective in generating
goodwill is that such messages are uncommon in business.
T
5.
Welcome letters to new customers should not contain discount coupons
because customers will regard them as nothing more than a sales gimmick.
Multiple Choice
c
6.
The correct order for the parts of a direct plan message is
a. explanation, solution, sales appeal, and friendly close.
b. explanation, sales appeal, persuasion, and friendly close.
c. opening, explanation, sales appeal, and friendly close.
d. opening, sales appeal, explanation, and friendly close.
c
7.
What should the writer of an adjustment approval message do with the
friendly close?
a. Apologize for the damages.
b. Combine it with the explanation.
c. Keep it short.
a. Assure the customer that it will not happen again.
d
8.
Peter Wently encouraged his friend Silas to contact ABC Promotions to
inquire about the cost of a specialty calendar to send clients at the end of the
year. In the opening to his message, Silas should:
a. describe the nature of his business.
b. explain why he wants to give his clients an end-of-year gift.
c. mention Peter as the person from he learned about ABC Promotions.
d. say he needs information about a specialty calendar.
b
9.
Which of the following items is typically omitted from an invitation?
a. Date and time of function
b. Signature
c. Suggested dress
d. Whether the receiver may bring a guest
d
10.
A request for a reply to an invitation is shown on the invitation as
a. a direct request.
b. a postscript.
c. an enclosure.
d. an RSVP.