1. T F When you use the direct organizational plan for a routine message, you present the
details before the primary idea.
2. T F When you expect reader resistance to your idea, you should use the indirect
organizational plan for your message.
3. T F When you believe that the reader will not need persuasion to do what you ask, you
can use a routine request.
4. T F A polite request phrased as a question out of courtesy must end with a question
5. T F In the final paragraph of a routine request, write in an authoritative way that
assumes the reader will comply with your request.
6. T F The first paragraph of a positive routine reply should build goodwill by approaching
the topic in an indirect manner.
7. T F When writing a routine reply, use objective, clear language to answer the reader's
implied and stated questions.
8. T F If you use an enclosure notation at the bottom of a letter, you need not refer to the
enclosure within the body of the letter.
9. T F Write a friendly, personalized closing to every routine reply, rather than relying on
10. T F A claim letter requests some type of action to address a problem, whereas a
complaint letter does not.
11. T F The best time to write a claim letter is as soon as a problem arises, because this adds
to the validity of your claim.
12. T F State your claim in a confident tone and use logic to explain the situation. 13. T F An adjustment letter is one written in reply to a customer's claim letter. 14. T F When you inform a customer that you're making the desired adjustment for a small
claim, you can retain goodwill by apologizing in the first and last paragraphs. 15. T F An effective adjustment letter includes a positive closing that implies a continuing
relationship with the customer.
16. T F Handwritten thank-you notes appear more personalized and sincere than typed
17. The direct organizational plan
a) provides evidence and details before the primary idea.
b) is often used for persuasive and bad-news messages.
c) gets to the point quickly by stating the main idea first.
d) introduces the writer to the reader in the first paragraph. e) is rarely used for routine messages.
18. One advantage of the direct organizational plan is that it
a) gives reasons up front to prepare the reader for negative news. b) positions the major news first.
c) results in shorter messages.
d) presents key topic sentences before subsequent ideas.
e) arranges supporting details in order of priority.
19. What type of letter would you write to say that a customer's request for a refund has been approved?
d) routine request
20. A routine adjustment letter should be organized in this order: a) (1) apology, (2) good news, (3) explanation, (4) courteous closing. b) (1) explanation, (2) apology, if necessary, (3) good news, (4) courteous closing. c) (1) explanation, (2) good news, (3) apology in the closing. d) (1) good news, (2) apology, if necessary, (3) explanation, (4) courteous closing. e) (1) good news, (2) apology, (3) explanation, (4) apology reiterated in the closing.