Instructions: For each question, click on the radio button beside your answer. When you have completed the entire quiz, click the “Submit my answers” button at the bottom of the page to receive your results.

Question 1:

Which approach does a good news message require?
a) The direct approach
b) The indirect approach
c) Neither approach
d) Either approach depending on the situation

Question 2:

When should you avoid using a direct approach?
a) When handling routine information
b) When communicating with a high-context culture
c) When making a straight-forward inquiry
d) When communicating good news to a well-known audience

Question 3:

What should you do when making a request?
a) Embed it in the message
b) Highlight its benefits
c) Include unrelated information to soften the message
d) Apologize for asking

Question 4:

Which of the following is NOT an example of a routine message?
a) Order request
b) Order acknowledgement
c) Product recall
d) Claim adjustment

Question 5:

Which of the following should you do when writing a claim letter because you received faulty merchandise that you really need?
a) Express your anger to force reader action.
b) Adopt an accusatory tone to make the reader feel guilty.
c) State clearly what you expect the reader to do.
d) Write immediately while your emotions are high.

Question 6:

What should you do when responding to a request or inquiry?
a) Ensure you’re authorized to respond.
b) Reply promptly.
c) Begin with good news.
d) All of the above

Question 7:

What should an order acknowledgement do?
a) Avoid suggesting additional products
b) Indicate you’ve received the order
c) Convince readers they’ve purchased wisely
d) Criticize another company's product

Question 8:

Goodwill messages should NOT be which of the following?
a) Personal
b) Prompt
c) Short
d) Mechanical

Question 9:

What should you refrain from doing when writing a cover or transmittal letter?
a) Offering further assistance
b) Summarizing the attached document
c) Identifying what you are sending
d) Disguising important details

Question 10:

Which of the following is a characteristic of good instructions?
a) They include basic information in case a reader has no knowledge of the procedure.
b) They include lists and numbering to make the steps easy to follow.
c) They use the active voice with each step beginning with an action verb.
d) All of the above

Question 11:

Which of the following is true about a professional-looking letter?
a) It is centred vertically and horizontally on the page.
b) It always uses the standard default setting for margins of 1 inch (2.54 centimetres).
c) It is fully justified.
d) It always has two or three blank lines after the dateline.

Question 12:

Which of the following elements is optional in letter?
a) Subject line
b) Inside address
c) Salutation
d) Complimentary close

Higher Education

Communicating for Results, Third Edition: Chapter 6