Name: ________________________ Class: ___________________ Date: __________
ID: A
Chapter 8 Writing to Clients and Customers
True/False
Indicate whether the sentence or statement is true or false.
____
1. The last step in planning a message is adjusting the content to the receiver.
____
2. When planning a message, determine the main idea before the supporting details.
____
3. When organizing a message with positive news, give the supporting details first.
____
4. In a message with neutral news, the main idea is neither positive or negative.
____
5. In a routine request, the writer should reveal the main idea early in the message.
____
6. The tone of a negative message should reflect a sincere concern for the receiver’s interests.
____
7. When writing a negative message, the writer should begin with a neutral opening.
____
8. In a negative message, the reasons for the negative news should be given before the negative news is stated
or implied.
____
9. The writer need not give reasons for the refusal in a credit refusal message.
____ 10. In a persuasive message, the writer should describe the need convincingly before making the request.
____ 11. An effective persuasive message explains a need from the reader’s point of view.
____ 12. An effective persuasive message ignores objections the reader may have.
____ 13. The primary appeal is the most convincing point in a persuasive message.
____ 14. The purpose of a sales message is to persuade a customer to pay a past-due bill.
____ 15. The background section of a proposal should briefly summarize what the proposal will accomplish.
Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
____ 16. When planning a positive or neutral message
a. the first step is to identify the main idea
b. the third step is to determine supporting details
c. the last step is to identify the objective of the message
d. do not adjust the message for the receiver
____ 17. Messages with positive or neutral news
a. should be organized in direct order
b. should be organized in indirect order
c. should begin with supporting details
d. none of the above
____ 18. The closing of a message
a. provides an opportunity to build goodwill
b. should identify any action required
c. should be friendly and courteous
d. all the above
1
Name: ________________________
ID: A
____ 19. A claim message
a. asks a customer to pay an overdue bill
b. should be written in indirect order
c. is a type of neutral message
d. none of the above
____ 20. An order
a. is a type of negative message
b. should contain complete details
c. should be written in direct order
d. both b and c
____ 21. An acknowledgment
a. tells a sender that an item has been received
b. is not a type of goodwill message
c. should be written in indirect order
d. both b and c
____ 22. When planning a negative message
a. adjusting the content to the receiver is the first step
b. adjusting the content to the receiver is the last step
c. the tone of the message is not important
d. begin by selecting supporting details
____ 23. When organizing a negative message
a. begin with a neutral opening
b. explain the reasons for the negative news
c. state or imply the negative news
d. all the above
____ 24. In the closing of a message that contains negative news
a. always include a soft sell message
b. do not remind the receiver of the negative news
c. apologize again for the negative news
d. both a and c
____ 25. A credit refusal message
a. should be written in direct order
b. grants credit to an applicant
c. denies credit to an applicant
d. should not say why credit is denied
____ 26. For a persuasive message
a. the objective may be to get the reader to take an action
b. considering the reader’s needs is not important
c. the organization of the message is not important
d. none of the above
____ 27. To gain the reader’s attention in a persuasive message you
a. could describe a problem related to your request
b. might remind the reader of a goal related to your request
c. should open the message with a humorous sentence
d. both a and b
2
Name: ________________________
ID: A
____ 28. A persuasive message should
a. assume the reader sees the need for your solution
b. describe a need and a solution from the reader’s point of view
c. describe a need but not a solution
d. none of the above
____ 29. When writing a proposal
a. do not describe benefits for the receiver
b. describe the problem or need from the reader’s point of view
c. do not mention the time needed to complete the project
d. do not explain the cost until the proposal has been accepted
____ 30. For a collection message
a. the discussion stage is the first step in getting a customer to pay a bill
b. the reminder stage is the last step in getting a customer to pay a bill
c. the strong reminder stage is the second step in getting a customer to pay a bill
d. both a and b
Matching
Match the terms to their definitions below.
a.
b.
c.
d.
e.
____
____
____
____
____
____
____
____
____
____
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
acknowledgment
claim
fact
obstacle
opinion
f.
g.
h.
i.
j.
order
persuasive message
proposal
routine request
soft sell
A statement that can be proved to be true or correct
A message that tells a sender that a message or item has been received
A message that asks for information or action that the sender thinks will be given or done willing
A view held by or a conclusion reached by someone
A formal document that describes a problem or need and recommends a solution
A message that requests a refund, an exchange, or a discount on merchandise or services
A subtle or low-pressure appeal used in an attempt to sell a product or service
A message that tries to convince the reader to take an action
A request that the receiver sell goods or services to the sender
Something that hinders or prevents progress or achieving a goal
3
ID: A
Chapter 8 Writing to Clients and Customers
Answer Section
TRUE/FALSE
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
T
T
F
T
T
T
T
T
F
T
T
F
T
F
F
MULTIPLE CHOICE
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
B
A
D
C
D
A
B
D
B
C
A
D
B
B
C
MATCHING
31.
32.
33.
34.
ANS:
ANS:
ANS:
ANS:
C
A
I
E
1
ID: A
35.
36.
37.
38.
39.
40.
ANS:
ANS:
ANS:
ANS:
ANS:
ANS:
H
B
J
G
F
D
2