BUSINESS COMMUNICATIONS
CHAPTER 8 REVIEW
WRITING DIRECT REQUESTS
TRUE OR FALSE
- Whenever you can assume that your audience will be interested in what you have to say or be willing to cooperate with you, use the direct approach.
- The direct approach works well when your request is routine and requires no special tact or persuasion.
- The best way to begin a direct request is by introducing yourself.
- When making a direct request, you state what you want in the first sentence or two and then follow with and explanation.
- When making direct requests, you avoid such softening words and phrases as "please" and "I would appreciate."
- When a polite request begins with "Would you" or "Could you," it is always followed by a question mark.
- If the middle section of your request letter contains a series of questions, the most important question is saved for last.
- When writing a letter of request, avoid asking for information you can find on your own, even if it would take you considerable time.
- If you want accurate answers to your questions, you phrase them in a way that hints at the response you want.
- The middle portion of a direct request message explains why the request is important and persuades the reader to satisfy it.
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- A letter of request closes with a request for a specific response, an expression of appreciation, and information on how the writer can be reached.
- In the final section of a request message, thank the reader in advance for cooperating.
- Because of the potential amount of detail required, an order is considered a particularly complex type of request.
- Order forms from mail-order firms provide good models of what to include in order letters
- A completed, mailed order f form constitutes a legally binding offer to purchase.
- To avoid miscalculation, you always leave it up to the supplier to determine the amount you owe for an order.
- When ordering a nonstandard item, it is especially important to include a thorough and clear description.
- Because of their simple organization, routine requests require little tact.
- Writing routine requests is easy because tone and wording are not important in such messages.
- There is no reason to put requests to fellow employees in writing.
- Routine requests written to fellow employees can take a more matter-of-fact approach than outside correspondence.
- When you are writing a letter in response to an advertisement, it is a good idea to mention where you saw the ad.
- If you are requesting information from another business but not in response to an ad, it is best to use the indirect approach.
- Whenever you write to another business requesting information about its products, always include a preaddressed, stamped envelope.
- As long as your return address (or your company’s address) is on your mailing envelope, you need not include it on a letter as well.
- Routine requests for action written to people outside the company sometimes include several paragraphs of explanation.
- Even if past customers have no complaints, they will probably consider an inquiry urging them to use an idle credit account to be offensive.
- Dissatisfied customers rarely tell others about their displeasure.
- Most companies are reluctant to grant claims or make adjustments because doing so sets a bad precedent.
- A written claim letter is preferable to a phone call or visit because it documents the customer’s dissatisfaction.
- The person in an organization who receives and reads claim letters is rarely the one responsible for the problem.
- When writing a claim letter, assume that a fair adjustment will be made.
- A claim letter or request for adjustment follows the indirect plan.
- When responding to claim letters, companies usually accept the customer’s explanation of the problem.
- It’s best to back up all claims and requests for adjustments with invoices, sales receipts, and so on; send copies to the company and keep the originals.
- When writing a claim letter, focus on expressing your dissatisfaction and let the company decide what action to take to deal with your complaint.
- A request for credit always takes the indirect approach.
- Any business requesting credit from a supplier should be prepared to furnish a financial statement.
- A business wishing to buy on credit can usually make the request for credit when submitting its first order to the supplier.
- A request for credit does not mention the possibility of future business.
MULTIPLE CHOICE
- When making a direct request, you begin with
- an indication of the importance of your request.
- a statement of who you are.
- a clear statement of the main idea of your request.
- a question.
- When making a direct request, you
- use the inductive plan
- expect a favorable response.
- demand immediate action.
- do all of the above.
- Which of the following is a polite request and therefore followed by a period rather than a question mark?
- Which of these products do you prefer
- do you still have the receipt.
- is Henry Burris a well-qualified applicant.
- would you send me your latest price lists
- In the middle section of a direct request message, you
- call attention to how the reader will benefit from granting your request.
- give details of your request.
- ask only questions that are central to your main request.
- do all of the above.
- When asking many people to reply to the same questions, it’s best not to
- word the questions so that they can be answered yes or no.
- provide respondents with a form.
- Ask some open-ended questions.
- Include boxes for checking answers.
- When closing a direct request, you
- thank the reader in advance for helping you.
- mention your own qualifications or status.
- request a specific response and mention the time limits.
- indicate the consequences of a failure to reply.
- A good beginning for an order letter would be
- Please send the following items.
- Hi! My name is Louise Sjoberg and I’d like to place an order.
- Enclosed is a check for $62.40.
- Do you offer discounts for quantity purchases?
- When ordering items from a supplier you have never used before,
- always put the order in letter form; never use an official order blank.
- remember that your order letter constitutes a legal and binding offer to purchase goods.
- never include payment but do ask for a credit application.
- do all of the above.
- When placing an order, providing complete identification of the item(s) you want
- is necessary only when dealing with a new company.
- is required by law.
- is a good way to prevent errors in filling your order.
- is a waste of time.
- When sending money with an order, you should
- always send cash.
- always use a preprinted order form.
- mention your preference for COD orders in the future.
- mention the amount of payment and explain how it was calculated.
- When ordering nonstandard items, you
use the indirect approach.
- use only the official order form.
- include a complete description of the items.
- call instead of write.
- Routine requests
- need not be tactful if they are brief.
- follow the inductive format.
- may go to hundreds or even thousands of people and thus have major potential for creating a good impression or causing ill will.
- are always made orally.
- When requesting routine information from others within your company, you should
- use the indirect approach.
- stick to oral communication.
- avoid any mention of deadlines.
- start with a clear statement of your reasons for writing.
- A well-written request in memo form
- provides a permanent record.
- saves time and questions.
- tells precisely what is needed.
- does all of the above.
- When responding to an advertisement, you
- include a letter in addition to filling out a coupon or a response card.
- include a stamped, preaddressed envelope.
- indicate where you saw or heard the ad.
- use the indirect approach.
- If your letter of inquiry is not prompted by an advertisement, you
- use an indirect approach.
- expect to wait longer for a reply
- supply more details than if you were responding to an ad.
- use a deferential tone.
- When writing a request to customers and other outsiders, it is a good idea to spell out
- the consequences of failure to reply.
- what information or action is being requested.
- you company’s policy regarding direct mailings.
- any abbreviations you use in the body of the letter.
- Individuals outside an organization might respond more readily to a request if they are told
- how the request benefits them.
- how many others have replied favorably.
- how easy it will be to say yes.
- why they have been selected.
- Businesses have found that making routine requests to former customers
- antagonizes them.
- worries them.
- has no effect.
- helps reestablish communication.
- Customers responses to routine requests can provide companies with
- profit and loss statements.
- insights into ways to improve products and services.
- insider information.
- none of the above.
- When making routine requests to individuals rather than businesses,
- include a stamped, preaddressed envelope to encourage a response.
- handwrite the envelopes so that the customer won’t think the letter is junk mail.
- make the letter at least two pages long.
- open with a flattering statement.
- The tone of a claim or a request for adjustment is
- angry and belligerent.
- firm and inflexible
- humorous.
- businesslike and unemotional.
- When writing a claim letter, the best way to begin is by
- complimenting the company for past service.
- providing a detailed description of the faulty merchandise
- stating the problem clearly and specifically.
- threatening legal action if you do not receive a favorable adjustment.
- The middle portion of a claim letter provides
- any information that might help the adjuster verify your complaint.
- a review of past positive experiences you’ve had with the company.
- a straightforward statement of the problem that prompted your letter.
- hints about your plans for doing business with the company in the future.
- When asking for an adjustment, it is generally a good idea to
- demand a written apology from the company for your records.
- suggest specific and fair compensation.
- threaten legal action if the matter is not resolved swiftly.
- adopt a belligerent, no-nonsense tone.
- If you want to apply for credit from a supplier, you might
- send a letter along with your financial statement and balance sheet.
- write the store to request an application form.
- order some merchandise by mail and include a request for credit.
- do any of the above.
- A request for business credit does not include
- the length of time you’ve been in business.
- the addresses of businesses where you have existing accounts.
- details bout your personal finances.
- any financial statement or balance sheet.
- Mentioning the possibility of future business in a request for credit is
- a breech of business etiquette.
- often a good idea.
- never a good idea.
- only a good idea if you know the merchant well.
- If you are applying for a job and need to supply your prospective employer with references, you could ask for a letter of recommendation from
- a neighbor.
- a close professional associate.
- a casual friend.
- none of the above would be an appropriate choice.
- Letters of inquiry normally follow the
- indirect approach.
- Persuasive approach.
- Direct approach.
- Informational approach.