Essentials of business communication 10th edition guffey test bank

ESSENTIALS OF BUSINESS COMMUNICATION

10TH EDITION GUFFEY

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1. Most workplace messages are

a. sent via text message.

b. placed on Post-It notes in the employees' lounge.

c. positive or neutral.

d. long and ambiguous.

ANSWER: c

RATIONALE: Most workplace messages are positive or neutral and help workers conduct everyday business.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 156

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Knowledge

2. Most workplace messages should be organized

a. indirectly.

b. chronologically.

c. directly.

d. topically.

ANSWER: c

RATIONALE: Most workplace messages should be organized directly by revealing the main idea first.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 156

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Knowledge

3. Which of the following is not a routine business message?

a. An e-mail message to a coworker that confirms the time for an upcoming meeting

b. A letter to a customer denying his or her request for credit

c. An e-mail reply to a customer acknowledging that his or her order has been shipped

d. An all-staff memo that outlines the new procedures for processing returned merchandise

ANSWER: b

RATIONALE: A letter to a customer that denies his or her credit request would not be a routine business message because routine messages are positive messages. Routine messages include simple requests for information or action, replies to customers, explanations to coworkers, instructions, direct claims, and complaints.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 156

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06 United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Application

4. Which of the following is not one of the most frequently used communication channels in businesses today?

a. Letters

b. Memos

c. E-mails

d. Tweets

ANSWER: d

RATIONALE: E-mails, memos, and letters are the most frequently used communication channels used in businesses.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 156

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS:

Bloom's: Knowledge

5. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

a. Businesses use memos to deliver positive messages internally and externally, but they use formal business letters to deliver negative messages.

b. E-mail delivers most internal communication, hard-copy memos deliver most external communication, and letters communicate only legal issues.

c. Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization.

d. Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.

ANSWER: c

RATIONALE: Although e-mail is the No. 1 communication channel, businesses continue to rely on letters for certain messages outside an organization.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp. 156-157

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03 United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Comprehension

6. Although e-mail is successful for both internal and external communication, you should still use letters when

a. you need immediate feedback.

b. the message must reach your reader very quickly.

c. formality and sensitivity are essential.

d. you have too little time to proofread.

ANSWER: c

RATIONALE: You should write a business letter when formality and sensitivity are essential. Other reasons for writing letters include the need for a permanent record; the need for confidentiality; and the need for a persuasive, well-organized presentation.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 157

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Knowledge

7. In which of the following situations should you send a letter instead of an e-mail message?

a. You are planning a sales team meeting.

b. You are asking leading members of the community to contribute to a fundraising event to improve local parks.

c. You are inviting employees to the annual sales seminar.

d. You are reminding employees of Friday's divisional meetings.

ANSWER: b

RATIONALE: You should write a letter to ask members of the community to contribute to a fundraising effort to improve the local parks because you are delivering a persuasive message. You could deliver all other messages effectively via e-mail.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 157

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Comprehension

8. Which statement about the format of a business letter is most accurate?

a. Legal agreements are invalid if they do not demonstrate the correct letter format.

b. All business letters will use the block formatting style.

c. The appearance of a business letter can send nonverbal messages about a sender to a receiver.

d. All answer choices are accurate.

ANSWER: c

RATIONALE: Regardless of the words printed on the paper, the format of a business letter communicates silent messages about the writer such as his or her carefulness and experience.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 157

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Comprehension

9. In the popular block letter format, which of the following guidelines apply?

a. Use ragged, unjustified right margins.

b. Use fully justified margins on all sides and center the body of the letter on the page.

c. Start the sender's address, the dateline, and the complimentary close at the midpoint; align all other letter parts at the left margin.

d. Double-space all content to improve readability.

ANSWER: a

RATIONALE: In full-block style, the parts of a letter (dateline, inside address, body, and so on) are set flush left on the page. The letter is arranged on the page so that it is centered and framed by white space with margins of 1 to 1 1/2 inches. Set lines with left justification and ragged right margins.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp. 157-158

LEARNING OBJECTIVES: ESBC.GULO.16.06.01 - 06.01

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.04.01 - DISC.ESBC.GULO.16.04.01

TOPICS: Routine Messages: E-Mails, Memos, and Letters

KEYWORDS: Bloom's: Knowledge

10. When business writers request information or action that will likely be received positively, they should frontload their messages, which requires

a. including an attachment.

b. proofreading only the beginning of a letter.

c. including a salutation or greeting.

d. putting the most significant statement first.

ANSWER: d

RATIONALE: When business writers request information or action that will likely be received positively, they should "frontload" their messages, which means putting the most significant statement first.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

11. Which of the following is an effective opening for a routine request message?

a. Please answer the following questions about your Web services.

b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.

c. I recently read an article about your firm in the local newspaper.

d. Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.

ANSWER: a

RATIONALE: Only "Please answer the following questions about your Web services" specifies the reason that you are writing and is an appropriate, direct opening for your routine request.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS:

Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Application

12. Which part(s) of your messages are readers likely to find most interesting and read first?

a. Footnote

b. Opening and closing

c. Middle paragraphs of justification and explanation

d. Salutation

ANSWER: b

RATIONALE: The most emphatic positions are the openings and closings. Readers tend to look at them first.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

13. Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

a. As a separate enclosure

b. In a bulleted or numbered list in the body of her message

c. In paragraph form in the body of her message

d. In a follow-up e-mail

ANSWER: b

RATIONALE: The best way to present a series of questions is in a numbered or bulleted list in the body of the message. Courtney should also be certain that the list is presented in parallel structure.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS:

Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Application

14. The body of a routine request message presents

a. details explaining the request.

b. action responses from the receiver.

c. deadlines and approvals from governmental agencies.

d. cost-to-benefit ratio analyses.

ANSWER: a

RATIONALE:

The body of a routine request should explain the request sufficiently. Include the details that allow the reader to understand and, perhaps, comply with your request.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS:

Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

15. End dates and specific actions in a routine request message should be placed in the

a. introduction.

b. body.

c. closing.

d. enclosure notation.

ANSWER: c

RATIONALE: Use the final paragraph to ask for specific action, to set an end date if appropriate, and to express appreciation. Readers look for action information in your closing paragraph.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

16. Which of the following would be the most effective closing statement in a routine action request message?

a. Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.

b. We hope you can get our work completed in a timely manner.

c. Thank you in advance for sending a copy of the contract for installation of a new HVAC system by April 1.

d. I would appreciate receiving a copy of the contract for your proposed installation at your earliest possible convenience.

ANSWER: a

RATIONALE: "Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15" asks for specific information and provides a clear end date with a reason for the end date; thus it is the most effective closing statement.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 159

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS:

Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Application

17. In responding positively, you will want to

a. focus your message first on resale or on the promotion of other business products.

b. apply the same direct pattern used in making requests.

c. start with an explanation of the reasons the request is granted.

d. apply an indirect pattern to demonstrate respect for the recipient.

ANSWER: b

RATIONALE: When you are responding positively, you should organize your message directly, just as the request was organized. Open the reply with a statement granting the request.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 160

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS:

Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Comprehension

18. A subject line in a direct reply letter

a. is mandatory.

b. generally refers in abbreviated form to previous correspondence and/or summarizes a message.

c. must be written as a complete sentence.

d. identifies the sender and his or her company.

ANSWER: b

RATIONALE: A subject line is optional. If it is used, it may refer to previous correspondence or may summarize the main idea. It does not identify the sender or the company. In addition, it should not be written as a complete sentence or end with a period.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 160

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS:

Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

19. Which of the following is the most effective opening sentence for a response message?

a. Your letter of June 23, in which you sought information about our corporate travel packages, has been referred to me for reply.

b. This is to inform you that we received your letter of June 23 seeking information about our corporate travel packages.

c. Yes, we can put together a corporate travel package that will meet your needs and fit your budget.

d. Thank you so much for your interest in our corporate travel packages.

ANSWER: c

RATIONALE:

An effective opening in a response message delivers the information the reader wants. The choice that does this most effectively is "Yes, we can put together a corporate travel package that will meet your needs and fit your budget."

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp. 160-161

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS:

Bloom's: Application

20. The conclusion of a response message should

a. avoid repeating the information provided or referring to its use.

b. include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me."

c. provide specifics if further action is required.

d. omit the sender's name to avoid legal liability.

ANSWER: c

RATIONALE: The closing of a response message should be cordial and promote goodwill with the customer by referring to the provided information, providing specifics if further action is required, including the sender's name and full contact information, and indicating willingness to help the reader. However, it should not contain clichés such as "If I may be of further assistance, please don't hesitate to call me."

POINTS: 1

DIFFICULTY: Easy

REFERENCES: pp. 160-161

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS:

Bloom's: Knowledge

21. Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

a. We offer an outstanding variety of thank-you gifts for our most valuable customers.

b. You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.

c. Can I interest you in anything else?

d. If I can be of further assistance with any of our other fine products, do not hesitate to contact me.

ANSWER: b

RATIONALE: Be sure to present your promotional material with attention to the "you" view and to reader benefits. Only the sentence beginning with "You will find" focuses on the "you" view and reader benefits.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 161

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS:

KEYWORDS:

Typical Request, Response, and Instruction Messages

Bloom's: Application

22. One important guideline when preparing instructions is to

a. follow an indirect approach to soften the impact of the demand for compliance.

b. begin with an admonition or warning of the punishment for failure to comply fully with directions as written.

c. put all steps of the instructions in one paragraph.

d. divide the process into logical steps and present them in the correct order.

ANSWER: d

RATIONALE:

Divide your instructions into logical steps and ensure you present those steps in the correct order. While that seems obvious, it is surprising how often a step is presented out of sequence, causing instructions to fail.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 162

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

23. Which of the following sentences is not a parallel step in this set of instructions?

a. List the required education, work experience, and technical skills in Section 2.

b. Contact the director of human resources to obtain a job-posting identification number.

c. Placing age or gender preference in the candidate qualifications section creates legal jeopardy.

d. Identify the division, department, and supervising agent for this position in Section 3.

ANSWER: c

RATIONALE: Parallel structure expresses all ideas in the same manner. The one sentence not expressed as a command is "Placing age or gender preference in the candidate qualifications section creates legal jeopardy."

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp. 162-164

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.05 - DISC.ESBC.GULO.16.01.05

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Application

24. In writing messages that deliver instructions, what advice should you follow?

a. Use an autocratic tone to establish the importance of the instructions.

b. Assume that employees want to contribute to the success of the organization.

c. Focus on the steps in the procedure and let the tone take care of itself.

d. Criticize the person(s) responsible for trouble with previous procedures and then praise the person(s) responsible for the new procedure.

ANSWER: b

RATIONALE: In writing messages that deliver instructions, be careful of your tone; your tone should not be autocratic or dictatorial. Assume that employees want to contribute to the organization's success and to their own achievement, and avoid placing blame for failures or problems.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 164

LEARNING OBJECTIVES: ESBC.GULO.16.06.02 - 06.02

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03 United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

TOPICS: Typical Request, Response, and Instruction Messages

KEYWORDS: Bloom's: Knowledge

25. Which of the following statements about claims is most accurate?

a. If you expect that your claim will be granted, a letter or e-mail message is not necessary.

b. Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.

c. All claim messages should be written using the indirect strategy.

d. Smart businesses dislike receiving claim messages because it means they did something wrong.

ANSWER: b

RATIONALE: Written claims are often taken more seriously, and smart businesses want to hear from their customers. Thus you should write your message using the direct strategy, even if your claim is likely to be granted.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 164

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Comprehension

26. Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

a. A clear description of the desired action

b. An explanation of the nature of her problem with the digital communication service bundle

c. A goodwill statement and end date

d. Her phone number

ANSWER: a

RATIONALE: In the opening Arika should provide a clear description of the desired action. She should explain the problem and details of the adjustment she desires in the body; she should present her goodwill statement and end date in the closing.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp. 164-165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Knowledge

27. Which of the following openings is most appropriate for a claim message?

a. For the past four years, we have held our annual banquet at your fine restaurant.

b. On January 31 a number of our employees attended a banquet at your restaurant.

c. Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.

d. We were extremely upset to learn that we were charged too much for our banquet

ANSWER: c

RATIONALE: Because this is a direct claim, not a persuasive one, state the action you desire from the reader in the opening. Only "Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet" clearly states the action in an appropriate tone.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp.164-165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Application

28. You can improve the effectiveness of a claim message by

a. using a few threatening words to get your point across.

b. providing a detailed timeline of what happened and the specific person who is to blame for the problem.

c. explaining the problem with necessary details.

d. including a subtle reference to your attorney or to the Better Business Bureau.

ANSWER: c

RATIONALE: The body of a claim message should explain the problem and provide enough details to allow the reader to correct the problem without further correspondence. Using threats and blaming people are not effective techniques.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Knowledge

29. Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

a. assume the company understands his request without explanation.

b. use emotional language to show how upset he is about the situation.

c. assume the company purposely tries to cheat its customers.

d. identify enclosed copies of all pertinent documents.

ANSWER: d

RATIONALE: To create an effective claim message, Joaquin will include copies, not the originals, of all pertinent documents, such as invoices, sales slips, catalog descriptions, and repair records.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Knowledge

30. When service is involved in a claim, you should

a. demand a full refund of the service fee and a repeat service call.

b. avoid naming the service representatives involved or otherwise identifying responsible company employees.

c. cite names of individuals spoken to and dates of calls.

d. enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service.

ANSWER: c

RATIONALE: When a service is involved, cite names of individuals spoken to and dates of calls in your claim message. Assume that a company honestly wants to satisfy its customers because most do.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Knowledge

31. In the closing of a claim message, you should

a. justify and explain your request.

b. promote goodwill and summarize your request.

c. reference all copies of pertinent documents enclosed.

d. warn the company that failure to comply could cause legal action.

ANSWER: b

RATIONALE: To create an effective claim message, you should put a statement of goodwill and a summary of your request in the closing. The justification, explanation, and reference to pertinent documents should be provided in the body. A warning of legal action is not appropriate.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Knowledge

32. Which of the following sentences represents an appropriate end date in a claim message?

a. Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.

b. We wish to end our contract with your company if you cannot improve your service.

c. Service calls were made to our Washington Street office on May 20, May 22, and May 27 without resolving the problem.

d. Please replace the five Panasonic projectors we received on December 22 because the model numbers do not match the models ordered.

ANSWER: a

RATIONALE: An end date indicates to the reader when you expect the action to be completed. Only "Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12" provides an end date.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 165

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06 United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06 United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Application

33. Which of the following statements about online complaints or reviews is most accurate?

a. Individuals should give companies an opportunity to resolve the issue before writing an online complaint.

b. Businesses and professionals cannot sue individuals for negative online comments.

c. Consumers who are offered payment to change an opinion or account should willingly accept a company's generous monetary gift.

d. Anonymous complaints or reviews cannot be traced.

ANSWER: a

RATIONALE:

Because businesses want to please their customers, individuals should give companies an opportunity to resolve an issue before they post any online complaints or reviews.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 167

LEARNING OBJECTIVES: ESBC.GULO.16.06.03 - 06.03

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Direct Claims and Complaints

KEYWORDS: Bloom's: Comprehension

34. Most companies receiving a claim message tend to

a. ignore the first phone call, e-mail, or letter.

b. respond only to letters containing complaints that could result in lawsuits or financial harm.

c. respond promptly because they want to maintain customer goodwill and loyalty.

d. wait two to six weeks to establish a "cooling-off period" prior to responding.

ANSWER: c

RATIONALE: Because businesses want to maintain customer goodwill and loyalty, most businesses respond promptly to claim messages. In addition, businesses know customers can sue for harm; therefore, a prompt response is more effective in showing respect for customer concern.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 168

LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04

TOPICS: Adjustment Messages

KEYWORDS: Bloom's: Knowledge

35. When granting a customer's claim, a business communicator should include an opening in an adjustment message that

a. summarizes the reader's claim and request.

b. presents the good news immediately.

c. explains and clarifies the company's position.

d. builds goodwill.

ANSWER: b

RATIONALE: Because the claim is being granted, the good news should be revealed immediately.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 168

LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01

TOPICS: Adjustment Messages

KEYWORDS: Bloom's: Knowledge

36. Which of the following is not a goal when writing adjustment messages?

a. To gain the confidence of the customer

b. To verify the honesty of the customer's claim

c. To rectify the wrong

d. To promote future business and goodwill

ANSWER: b

RATIONALE: When writing an adjustment message, you have three goals: to rectify the wrong, to gain the confidence of the customer, and to promote future business and goodwill. Do not discuss the customer's honesty.

POINTS: 1

DIFFICULTY: Easy

REFERENCES: p. 168

LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02

TOPICS: Adjustment Messages

KEYWORDS: Bloom's: Knowledge

37. Which of the following is the most appropriate opening for an adjustment message granting a claim?

a. We are very sorry to hear that your meal with us did not meet your expectations.

b. Thank you for your letter of November 16 describing your bad dining experience with us last weekend.

c. Although we believe that the food we served last weekend was of the highest quality, we are willing to refund the cost of your dinner this time only.

d. The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

ANSWER: d

RATIONALE: An effective opening to an adjustment message presents the good news immediately; it does not begin negatively, refer to previous communication, or sound grudging. Only the sentence beginning with "The enclosed check..." is an appropriate opening.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: pp. 168-170

LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS: Adjustment Messages

KEYWORDS: Bloom's: Application

38. Which of the following represents the most appropriate apology in an adjustment message?

a. We understand your reliance on a high-performance router and apologize for the incomplete installation of your DataServe router.

b. We are sorry for any inconvenience this may have caused.

c. We regret the error that caused the system failure you claim on your DataServe router.

d. It is unfortunate that your DataServe router has failed, and we promise that this failure will never occur again.

ANSWER: a

RATIONALE: If you choose to apologize, it should be sincere, appropriate, and brief. It should not use negative words such as "error" and "failure" that may further inflame customers, nor should it make unrealistic promises such as "will never occur again." Therefore, the sentence beginning with "We understand your reliance..." is the most appropriate apology.

POINTS: 1

DIFFICULTY: Moderate

REFERENCES: p. 170

LEARNING OBJECTIVES: ESBC.GULO.16.06.04 - 06.04

NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06

United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06

United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07

TOPICS: Adjustment Messages

KEYWORDS: Bloom's: Application

39. You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

a. Do not suggest your business typically pleases its customers; do apologize for failure.

b. Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive).

c. Do not be vague about improvements; do guarantee the situation will not recur.

d. Do not blame customers; do blame individuals or departments inside your organization.

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★ U. S. GOVERNMENT PRINTING OFFICE: 1974 O-564-506

Third Series

ISSN 0090–8371

Catalog of Copyright Entries: Third Series

Volume 28, Parts 12–13, Number 2

Motion Pictures

July-December 1974

COPYRIGHT OFFICE · THE LIBRARY OF CONGRESS WASHINGTON: 1974

Library of Congress card no. 6–35347.

This number identifies the Library of Congress printed card for the complete series of the Catalog of Copyright Entries.

ISSN 0090–8371 Key title: Catalog of copyright entries. Third series. Parts 12–13. Motion pictures.

For sale by the Superintendent of Documents, U.S. Government Printing Office, Washington, D.C. 20402. Price of this part is given on page vi.

Preface

The CATALOG OF COPYRIGHT ENTRIES is published by authority of sections 210 and 211 of Title 17 of the United States Code. Section 210 provides in part: “The current catalog of copyright entries and the index volumes herein provided for shall be admitted in any court as prima facie evidence of the facts stated therein as regards any copyright registration.”

Orders, payable in advance, for all parts of the Catalog of Copyright Entries should be sent to the Superintendent of Documents, U.S. Government Printing Office, Washington, D.C. 20402. Orders may be placed for individual issues, as subscriptions for one or more parts, or for the complete Catalog, for periods of one, two, or three years. All orders should state clearly the title and the inclusive dates of the part wanted; checks or money orders should be made payable to the Superintendent of Documents.

The Copyright Office welcomes inquiries, suggestions, and comments on the content and organization of the Catalog. Such communications should be addressed to the Chief of the Cataloging Division, Copyright Office, Library of Congress, Washington D.C. 20559.

The record of each copyright registration listed in the Catalog includes a description of the work copyrighted and data relating to the copyright claim (the name of the copyright claimant as given in the application for registration, the copyright date, the copyright registration number, etc.). For each registration listed, except for renewals, there has been deposited a copy or copies of the work in accordance with the provisions contained in sections 12, 13, 14, or 215 of Title 17 of the United States Code.

Each part listed in the following table records registrations in the class or classes indicated by the alphabetical symbols. The second

and third letters, if any, that follow the initial letter are added by the Copyright Office for the purpose of statistical analysis. Their significance is as follows:

Published foreign works. In the case of books and periodicals, it designates works manufactured outside the United States (except those registered for ad interim copyright). In all other classes to which it applies, it designates works first published outside the United States, the authors of which are neither citizens nor domiciliaries of the United States. (AF, EF)

Books and periodicals registered for ad interim copyright. (AI, BI)

Published works of foreign origin registered under the waiver-offee provision (section 215 of Title 17 of the United States Code). (BIO, GFO)

Domestic published works in classes for which registration is possible for either published or unpublished works. (EP, JP)

Unpublished works in classes for which registration is possible for either published or unpublished works. (DU, EU)

G

H

I

J Photographs

K

Subscription price: Complete Catalog for the year $75.00; $18.75 additional for foreign mailing. Orders, accompanied by remittances, should be addressed to the Superintendent of Documents, U.S. Government Printing Office, Washington, D.C. 20402.

Introduction

Parts 12–13 list all registrations made in classes L and M for the period covered by this issue. An index of names and titles associated with the work is followed by the main entries, listed in order by registration number. Filing of the index is letter by letter, except in the case of inverted names which are filed up to the comma or parenthesis, after which letter by letter filing is resumed. Entries beginning with numbers which are not spelled out are filed at the end in numerical sequence.

The main entries include, when applicable, the following information derived from the work and application.

1) 2)

3)

4) 5) 6) 7)

8)

Title, followed by subtitle and/or descriptive statements. The authorship of the work is included in this statement, with the nature of authorship (if available).

Edition statement.

Country of publication for works registered as foreign or as ad interim works.

Label name and number for registered sound recordings.

Physical description of the deposit.

Series statement.

Additional titles associated with the registered work such as variant titles, alternative titles, translated titles, etc.

Notes; information is given here which serves to supplement the data that is given elsewhere in the entry in order to describe a work more accurately or identify it more explicitly.

9)

10)

11) 12)

13)

14) 15)

16) 17)

Statement that the registered work is published in or as part of another work, or is bound with another independent work.

Names of authors given in the application which do not appear elsewhere in the entry.

Statement of those materials contained in the registered work on which copyright is not claimed, when so stated in the application.

Information contained in the application which relates to the registration of an earlier version of the work.

Brief statement of the new matter on which copyright is claimed when so stated in the application.

Copyright symbol © or Ⓟ.

A statement of limitation of claim if the application or notice on the work explicitly limits the claim.

Name of the copyright claimant.

Date of publication for published works; for unpublished works the date on which the last of all items required to complete registration

was received in the Copyright Office.

18)

Registration number.

For published works, whenever it is necessary to indicate a variation between the information given in the application and in the copy of the work with respect to the claimant’s name or the date of publication, the data from the application is given first, followed by the phrase “in notice” and the data given in the work; e.g., © John Doe; 11Jan74 (in notice: 1973).

For renewal registrations the original date of publication and registration number precede the name of the claimant of the renewal registration. Following the name of the renewal claimant is a statement in parentheses, usually abbreviated, giving the basis of the renewal claim as supplied by the application; e.g., “John Doe (A)” indicates that John Doe has made renewal claim as author.

Works deposited in connection with current copyright registrations may be selected for inclusion in the collections of the Library of Congress. Library of Congress printed cards are available for many of the published works so selected. Orders for such cards or inquiries concerning them should be addressed to the Catalog Distribution Service Division, Building No. 159, Navy Yard Annex, Washington, D.C., 20541.

These figures represent the number of registrations for motion pictures for July-December 1974, but do not necessarily represent the exact number of entries in this issue of the Catalog of Copyright Entries. Registration figures for other classes of material may be found in the respective parts.

Abbreviations and Symbols

The following list includes abbreviations and symbols used in this catalog with specific copyright or bibliographic meanings.

(A)

a.a.d.o.

a.k.a.

acc.

Adm.c.t.a.

Adm.d.b.n.c.t.a.

appl.

approx.

arr.

Aufl. augm.

Ausg. b&w Bd. bearb. © (C) ca.

author(s)

accepted alternative designation of also known as accompaniment

Administrator(s) cum testamento annexo

Administrator(s) de bonis non cum testamento annexo

application

approximate, approximately arranged, arrangement, arranged by Auflage augmented

Ausgabe

black and white Band (German) bearbeitet copyright symbol child or children of the deceased author circa

chap.

col. comp. d.b.a. (E) ed. enl. fr. ft. hrsg. illus. m. min. mm. (NK)

NM no. nouv. op. p. Ⓟ (PCB) (PCW) (PPW) (PWH)

chapter(s)

colored compiler doing business as executor(s) of the author edition, editor enlarged frames feet herausgegeben illustration(s)

music, music by minutes millimeters

next of kin of the deceased author

new matter number(s)

nouveau, nouvelle opus page(s)

copyright symbol for sound recordings

proprietor of copyright in a work copyrighted by a corporate body otherwise than as assignee or licensee of the individual author

proprietor of copyright in a composite work proprietor of copyright in a posthumous work proprietor of copyright in a work made for hire

prev. print.

priv. print.

pseud.

pt. pty. pub. R, (R) reg. rev. s. sd. sec. ser.

si. suppl.

t. T., Th. t.a.

ti. t.p. tr. v., vol. w. (W) (Wr)

previous, previously printing

privately printed pseudonym

part, parts proprietary published, publishing renewal registration registered, registration revised side(s) sound seconds series silent supplement tome, tomo Teil, Theil trading as title(s) title page translator volume, volumes words, words by widow of the author widower of the author

MOTION PICTURES INDEX

An index of distinctive titles and names given in the entries listed in the current and renewal sections of this issue. Below each index term is the registration number under which the main entry is to be found. References from varying forms of names are interfiled. A

ABBA Productions. MP25809.

Abdication. LP43913.

About animals. LP43922 - LP43927.

About apples. MP25639.

About series. MP25639.

Academy Pictures Corporation. LP43734.

Accident investigation. MP25721. MP25722.

ACI Films, Inc.

MP25509 - MP25512. MP25615.

Acrobat. LP43912.

Adams, T. M. MP25514 - MP25528.

Adolescent responsibilities: Craig and Mark. MP25907.

Adults only. LP43799.

Advanced network design techniques. MP25949.

Adventure in Venice. MP25904.

Adventure of early childhood education. MP25531.

The Adventures of Don Coyote. R582742.

The Adventures of Nick Carter. LP43713.

Adventuress. R580646.

A.F.M. Productions, Ltd. LF193.

Africa next door. MP25585.

African folklore series. LP43674. LP43675.

AFT Distributing Corporation. LF184. LP43685 - LP43688.

After the rain. MU9073.

AGI-EBE earth science program. MP25884. MP25892.

Ahmed. MU9024.

Alabama Environmental Quality Association. MP25961.

Alan Enterprises, Inc. R589461.

Alaska. R593743.

Albert Camus: a self portrait. MP25799.

Alberto Culver Company. MU9017 - MU9018. MU9025 - MU9026. MU9072 - MU9076. MU9159.

Album of animals. R593734.

Alced Productions, Ltd. LP43911.

Alcoholism in industry. MP25586.

Alcohol: the choice. LP43666.

Alesse, Craig. MP25688.

Alfa Cinematograsica. R587974.

Alfra.

LP43641 - LP43664. LP43798 - LP43801. LP43959 - LP43962.

Algol, the demon star. MP25552.

Alive and feeling great. MP25658.

Allen, Nina Stromgren. MP25664. MP25668. MP25670.

Allen, Robert Day. MP25660 - MP25670. MP25798. MP26057 - MP26058.

Allend’or. MP25562.

Allied Artists Pictures Corporation. R581550. R581551. R584640. R584641. R584642. R585844. R585845. R588501. R588502. R588504. R588505. R591328. R594065. R594066.

Allied Artists Productions, Inc. R588503.