ENG201 Final Term MCQs 15+ by Miss Mehwish

ENG201 · Final Term (19-45) · Lecture Wise MCQ’s · Past Papers for Mids./Finals are also Available

Lesson 19: Writing Routine, Good-News, and Goodwill Messages

Q1. What is the first step in organizing a positive message?

o a) Providing necessary details

o b) Including a courteous close

o c) Clear statement of the main idea

o d) Reinforcing negative aspects

Answer: Answer: c) Clear statement of the main idea

Q2. Which of the following is the best example of a courteous close in a positive message?

o a) "I hope you understand the situation."

o b) " Looking forward to our continued collaboration."

o c) " Please consider this matter closed."

o d) " Feel free to reach out for further clarification."

Answer: Answer: b) " Looking forward to our continued collaboration."

3. When writing a positive reply to an order acknowledgment, which of the following is most

important?

o a) Providing a reason for the delay

o b) Offering alternatives to the order

o c) Confirming receipt of the order o d) Apologizing for any inconvenience caused

Answer: Answer: c) Confirming receipt of the order

Q4. Which type of request requires a response with a potential sale involved?

o a) Requests for information from a competitor

o b) Requests for details without sales intentions

o c) Requests for information from a potential customer

o d) Requests for general feedback

Answer: Answer: c) Requests for information from a potential customer

5. When replying to a claim or adjustment request, which of the following is the most

important?

o a) Blaming a specific department

o b) Apologizing for the inconvenience

o c) Offering a clear and prompt solution

o d) Ignoring the cause of the issue

Answer: Answer: c) Offering a clear and prompt solution

Q6. What should be emphasized when responding favorably to a routine credit request?

o a) Denying the credit request

o b) Explaining the credit policy

o c) Highlighting the benefits of a good credit relationship

o d) Giving an indefinite payment term

Answer: Answer: c) Highlighting the benefits of a good credit relationship

Q7. In a positive message, why is it important to include necessary details?

o a) To confuse the audience with additional information

o b) To reinforce the positive tone and satisfy the reader’s information needs

o c) To overwhelm the audience with irrelevant facts

o d) To make the message seem more formal

Answer: Answer: b) To reinforce the positive tone and satisfy the reader’s information needs

8. What is the best method for closing a message when a positive action is expected from the

reader?

o a) Apologizing again for the inconvenience

o b) Summarizing the main point and focusing on the benefits to the reader

o c) Expressing doubt about the reader’s ability to act

o d) Providing a detailed report on past communication

Answer: Answer: b) Summarizing the main point and focusing on the benefits to the reader

Q9. Which of the following should be avoided in a buffer for an indirect plan?

o a) A neutral and non-controversial statement

o b) A statement that creates a positive feeling

o c) A blunt “no”

o d) A statement that acknowledges the reader’s perspective

Answer: Answer: c) A blunt “no”

Q10. Which of the following is a key characteristic of a courteous close in a positive message?

o a) Restating the bad news

o b) Summarizing the main point and highlighting the reader’s benefit

o c) Apologizing for the situation

o d) Asking for clarification on a different issue

Answer: Answer: b) Summarizing the main point and highlighting the reader’s benefit

Q11. In a routine credit request, what is the most important aspect when approving credit?

o a) Delaying the response

o b) Stating that the company does not offer credit

o c) Approving the credit and explaining the terms clearly

o d) Ignoring the applicant’s credit history

Answer: Answer: c) Approving the credit and explaining the terms clearly

Q12. Which is an appropriate response to a claim where a favorable adjustment is being made?

o a) Providing detailed personal blame

o b) Issuing a flat denial

o c) Explaining the circumstances and confirming the positive adjustment

o d) Ignoring the customer’s concern