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1)The most appropriate beginning for a typical routine inquiry message is: A) an explanation of the situation

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1)The most appropriate beginning for a typical routine inquiry message is: A) an explanation of the situation.

1. 1. 2. a buffer designed to set up the persuasive effort.
      3. the persuasion needed to get an answer.
      4. a direct question.
      5. an off-subject, friendly introduction.

 

2. When general explanation material that fits the entire message is needed in a routine inquiry message, usually it is best placed: A) at the very beginning (first clause).
   2. following the direct opening sentence.
   3. right before the goodwill close.
   4. in the last sentence.
   5. in the middle paragraph.

 

3. Which is the best beginning to a routine inquiry message seeking information about a new carpet?
   1. We would like to have some information about your Velvo-tex carpeting.
   2. We are in need of information about your Velvo-tex carpeting.
   3. Will you please answer the following questions about your Velvo-tex carpeting?
   4. As we are constructing an office building, we need information about Velvo-tex carpeting.
   5. Your Velvo-tex appears to be just the carpeting we need.

 

4. Which of these sentence beginnings does the best job of handling one of the items of information sought in a routine inquiry message? A) It would be nice if you would tell me . . . .
   1. I should like to know . . . .
   2. I need to know how many . . . .
   3. How many times have you . . . .
   4. It is important that I know how many . . . .

  

5. Which of these ending sentences is best for a routine inquiry message? A) Thank you in advance for your help.
   1. Hoping to hear from you at your earliest convenience.
   2. As we must begin production on the first, I'll appreciate your response by that date.
   3. Thanking you for your kind cooperation.
   4. Your early response would be most sincerely appreciate

 

6. Which of the following sentences forms the best beginning for a message making a routine request for information about an advertised product? A) There is some information that I need from you.
   1. Does you new Mir-Cal fabric meet industry standards for acid resistance?
   2. I saw your recent advertisement on Mir-Cal fabric and want to know some of the facts about it.
   3. Mir-Cal fabric appears to meet our needs well, and I should like to know more about it.
   4. Please refer to your July 1 advertisement about Mir-Cal fabric.

  

7. Mark the best of five ending sentences in a routine inquiry message.
   1. If you will get these cost estimates to me by the 13th, I shall be most grateful.
   2. A prompt reply will be appreciated.
   3. Thank you in advance for your help.
   4. Hoping to hear from you soon, I remain yours sincerely.
   5. I must have these cost estimates by the 13th.

  

8. Mark the best of these endings to a routine inquiry message. A) A prompt reply will be appreciated.
   1. Thank you in advance for your assistance.
   2. I shall be grateful for whatever help you can give.
   3. Answer today!
   4. Hoping to hear from you at your earliest convenience.

  

9. Mark the best of these openings for a favorable reply to an inquiry message asking for permission to print an article.
   1. I have received your May 3 message in which you ask . . .
   2. Thank you for your May 3 message.
   3. The question you ask in your May 3 message is most flattering to me.
   4. Yes, you may print my article on . . . .
   5. It is with great pleasure that I answer your May 3 message about . . . .

 

10. Mark the best of these references to the message being answered in a favorable response message.
    1. This is in reply to your July 1 message.
    2. We have received your July 1 message.
    3. Your July 1 message has been received.
    4. As you requested in your July 1 message, following is a summary of our experience with Safeco.
    5. We received your July 1 message today.

 

11. Which is the best opening to a favorable reply to an inquiry message asking permission to use the writer as an employment reference? A) Yes, you may use me as a reference.
    1. I have received your message in which you ask for permission to use the writer as an employment reference.
    2. Thank you for your July 12 message.
    3. I am pleased to answer your July 12 message.
    4. It is good to know that you are in the job market.

  

12. Mark the best of these five beginnings to a message favorably answering a series of questions asked.
    1. Thank you for your July 1 message.
    2. It is always a pleasure to receive inquiries from progressive merchants such as you.
    3. We have received your July 1 message and are happy to be able to answer.
    4. You are to be commended for your interest in King Cooler products.
    5. Yes, the King Cooler is available in the 36,000 BTU size.

  

13. In a hard copy favorable response message in which a subject line is not used, the necessary identification information is best placed: A) early in the message in a separate sentence.
    1. in the middle of the message in an incidental manner.
    2. in the first sentence as the main idea.
    3. early in the message in an incidental form.
    4. in the close in an incidental form.

  

14. In a favorable response message answering six questions most favorably but one unfavorably, the writer should: A) begin with the bad news.
    1. bury the bad news after the good news has paved the way.
    2. end with the bad news after the good news has paved the way.
    3. omit the bad news and concentrate on the good.
    4. place the bad news incidentally in a postscript.

 

15. In an adjustment-grant message, which of the following sentences offers the best lead into the explanation of what went wrong?
    1. We sincerely regret the inconvenience caused you and want to explain what happened.
    2. Because we want very much to please you, we carefully inspected the machine that caused the trouble.
    3. A review of the facts surely supports our contention that the machine was not at fault.
    4. As your satisfaction with our product is important to us, we thoroughly checked the machine.
    5. Inspection of the machine clearly reveals the source of the problem.

 

16. Which of the following topics would form the worst close for a message granting an adjustment?
    1. A forward look to happy future relations
    2. An apology for the inconvenience suffered
    3. A comment about product improvement
    4. Talk about a coming production
    5. Words expressing gratitude for past business

  

17. Choose the most direct and appropriate beginning for a message routinely acknowledging an order.
    1. Thank you for your order . . . .
    2. Your August 11 order has been received.
    3. We have received your August 11 order.
    4. Your August 11 order of Zeno digital cameras will arrive . . .
    5. We are happy to have your August 11 order.

  

18. Mark the best of these five sentences beginning a routine acknowledgment message. A) Your order of assorted Yankee Maid candies should reach you by noon Friday.
    1. Thank you so very much for your fine order of Yankee Maid candies.
    2. We are shipping your order of assorted Yankee Maid candies today.
    3. Welcome to the Yankee Maid family of dealers.
    4. Your July 3 order has been received, and we will fill it right away.

  

19. Which of the following sentences best begins a routine claim message? A) Please refer to my order of May 1 concerning . . . .
    1. We appreciate the prompt handling of our order.
    2. Upon checking your shipment I found all to be in order except for . . . .
    3. Seven of the Waldon China sets received under Invoice 717 were broken.
    4. Your inefficiency and carelessness in packing has caused the damage of . . . .

 

20. Which is the best of these last sentences for a claim message concerning a defective compressor?
    1. Thank you in advance for considering this case.
    2. Please grant this claim.
    3. Thanking you for your consideration for this claim, I remain . . .
    4. I shall be grateful if you will send us a new compressor before Monday.
    5. You have no choice but to repair this compressor.

  

21. The best handling of what is wrong in a claim message is to: A) build up to it in the second paragraph.
    1. present it at the end of the first paragraph after a brief explanation.
    2. present it at the end of the last paragraph after long explanation.
    3. present it in the last sentence of the message.
    4. present it in the first main clause of the message.

  

22. The most appropriate approach to follow in writing a message presenting the facts about a claim is to:
    1. show your anger as you present the facts.
    2. use strong persuasion in presenting the case.
    3. forthrightly and courteously present the facts.
    4. skillfully subordinate the facts and present them diplomatically.
    5. subordinate the facts and emphasize what you want done.

 

23. The typical mid-level operational message begins with A) a positive buffer.
    1. a topic (theme) statement.
    2. an arresting question.
    3. the problem history.
    4. an explanation of the situation.

 

24. The best handling of what is wrong in a claim message is to: A) build up to it in the second paragraph.
    1. present it at the end of the first paragraph after a brief explanation.
    2. present it at the end of the last paragraph after long explanation.
    3. present it in the last sentence of the message.
    4. present it in the first main clause of the message.