BUSI 300 test 2 Liberty University complete answers

BUSI 300 test 2 Liberty University complete answers

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Question 1 Which of the following is true of persuasive claims?

Question 2 Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.

Question 3 An effective introduction of a product, service, or idea is cohesive and action centered, and continues to stress a central selling point.

Question 4 In a sales message, the last paragraph should:

Question 5 In the context of bad-news messages, a(n) _____ might eliminate the need to state the refusal directly because it states what can be done.

Question 6 A new product to reduce cholesterol is on the market with a price that is higher than that of the competitors' products. Where should writers introduce price in their sales message?

Question 7 Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to request for a replacement of merchandise.

Question 8 A company is faced with the challenge of communicating to its employees a significant change in its policies. Which of the following suggestions should the management follow to communicate this change to its employees effectively?

Question 9 Which of the following is true of form messages?

Question 10 Businesses want their customers to communicate when merchandise or service is not satisfactory.

Question 11 Which of the following is the suggested four-step sequence for an inductive outline?

Question 12 Which of the following is true of face-to-face delivery of bad news?

Question 13 Sales promotional material must never be included in a bad-news message.

Question 14 _____ are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate.

Question 15 Which of the following is true of requests for information?

Question 16 Which of the following suggestions can be followed when writing a sales message to motivate action from the audience?

Question 17 Read the refusal message to Kylie Sanders who has requested new laptops for her department so that employees can work from home and travel with ease. Then answer the corresponding question about the message. To: Kylie Sanders From: Satya Kashtelyan Subject: Employee Laptop Initiative Hi Kylie, Even though my employees are interested in being more productive, there is no way that we will be able to fund an employee laptop initiative. Such an initiative would not work for a number of reasons, including budgeting and technology training. A laptop initiative would be an expensive endeavor. With each laptop costing approximately $2,000 for each of our 56 employees, the costs would exceed $100,000. In addition to the cost of the laptops, employees would need technology training. In order to properly train employees, we would need to provide optional training workshops. These workshops incur additional direct costs as well as indirect costs in areas such as lost productivity. Given the 10 percent loss of revenue we faced last quarter, these expenses would be difficult to cover. While we are not currently in a position to implement the laptop initiative request, your request is forward-thinking and noteworthy. Once the company finds itself on more secure financial grounds, I would be happy to reconsider the initiative. Meanwhile, we have several laptop computers that employees may check out for telecommuting and travel. Kylie, employees like you make us all proud. Even though your request was a little outrageous and the timing was off, it is the thought that counts. Keep up the good work. Best, Satya True or False: In the original bad-news statement, Satya focuses on the refusal rather than the merits of the request.

Question 18 Which of the following makes an online order confirmation effective?

Question 19 The most serious weakness is asking for action too quickly and providing no incentive for action.

Question 20 Good-news or neutral-news messages follow a(n) _____.

Question 21 Will has written a letter to the sales manager of a computer manufacturing company inquiring about the features of the company's new netbook. In response to the query, the manager's letter should begin with an attention-getting sentence to invoke Will's interest in owning a netbook.

Question 22 An effective persuasive appeal should include a central selling point that is woven throughout the entire message.

Question 23 As indicated by Maslow's need hierarchy, some people respond favorably to sales promotions that target their sense of belonging, their ability to be remembered, and their need to be appreciated. The needs that are being targeted are social, ego, and _____ needs.

Question 24 Which of the following is true of negative organizational news?

Question 25 In the decision to communicate about negatives, the primary consideration is intent.

Question 26 Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is inappropriate.

Question 27 Neutral-news messages are not likely to generate an emotional reaction from receivers.

Question 28 When delivering negative organizational news, it is necessary to be candid about what is happening, why, and its effect on employees, customers, and the public.

Question 29 Which of the following is a difference between solicited and unsolicited sales messages?

Question 30 Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?

Question 31 Eduardo concludes his sales message for video game subscriptions by instructing receivers, "Let us hear from you if you are interested in subscribing to our service," which is an effective request for action.

Question 32 Form messages have a tendency to be too personal.

Question 33 The discussion of persuasive requests assumes requests are unreasonable.

Question 34 Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in the work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's request?

Question 35 The principles used in selling an idea are similar to those used in selling products.

Question 36 For an order that cannot be filled quickly and precisely, companies must not send an acknowledgment message.

Question 37 Which of the following is true of routine requests?

Question 38 Which of the following guidelines should be followed when extending credit?

Question 39 Ashton, a manager at Millington Technologies Inc., receives a message from a customer claiming free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

Question 40 Which of the following is a feature of the deductive organizational pattern?

Question 41 Which of the following is a feature of persuasive communication?

Question 42 It is helpful to write very long paragraphs in persuasive messages to achieve the writer's purpose.

Question 43 Which of the following is a technique of subordinating the price of a product in a persuasive message?

Question 44 In order to generate interest by introducing a product or idea, which of the following actionoriented guidelines should you follow?

Question 45 A good positive response to a routine request addresses audience's concerns using an articulate, concise writing style.

Question 46 An effective persuasive message should use concrete and specific language to create an accurate representation of a product, service, or idea.

Question 47 Typically, acknowledgment messages are preprinted letters or copies of a sales order.

Question 48 When delivering negative organizational news, convey the bad news as late as possible.

Question 49 Which of the following statements is true of persuasion strategies?

Question 50 When a message contains a request that must be refused and another that is being answered favorably, the refusal must always be stated first.

 

 

Neutral messages contain content that is not likely to generate an emotional message from the receiver

Memorandums, or memos, are appropriate for communication both inside and outside the company

Because message expectations and social conventions differ among cultures, effective communicators adapt their strategies when communicating with various audiences

Zappos focuses on customer service throughout the company as the means to building customer loyalty

Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter

Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message

The usual American strategies for structuring good-news and neutral-news messages can be generally applied to international audiences

The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea

An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details

Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically

Goodwill messages can be designed to build strong, lasting relationships among employees, clients, customers, and various other groups

Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive

It is acceptable to send a message of appreciation that includes strong, somewhat exaggerated language when the sender believes the statements to be true

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

Your staff has worked hard to successfully complete a project for a large advertising client. Which of the following is the BEST way for you to express thanks to the staff

Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered a

Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims

In writing a routine claim,

Which of the following is NOT good advice for writing a routine claim

You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be

After consideration of a customer’s request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message

Persuasive requests differ from routine requests in that

Zappos, an Internet business success story, has built its success on outstanding customer service. Which of the following is NOT part of Zappos’ strategy

In a credit refusal message, your main purpose is to tactfully say “no” since the recipient is a poor credit risk and not a potential customer

The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit

Communicating constructive criticism about service received can be thought of as an ethical responsibility

Delivering constructive criticism can be beneficial by alerting management that changes need to be made

When communicating negative organizational news, it is advisable to tone down the news to minimize its severity

Communication from management during the Sago mine tragedy was handled in a timely and effective manner

The governor of West Virginia during the Sago mine tragedy told Sago managers and inspectors to share all the factual information, good or bad

Email is typically the most effective channel for communicating negative organizational news

Total anonymity in cyberspace would enable people to violate the laws of libel, defamation, and copyright without prosecution

In the Sago mine tragedy, a serious inaccuracy that 12 trapped miners were still alive was widely publicized. Which of the following is the LEAST LIKELY reason for this miscommunication

Which of the following is FALSE concerning personal delivery of bad news

If bad news appears in the first sentence of a message, the

What is the correct order for the inductive writing sequence

Exceptions to the use of inductive approach for bad-news messages include

An effective opening for a bad-news message

Greg Komuro often delivers messages to clients in which he must convey negative ideas. Which of the following techniques could Greg use to subordinate bad news

Which of the following are FALSE when writing bad-news messages?

Your employer asked you to compose a message to be sent to all job applicants who were not selected for sales representative position. You should

Which of the following is NOT a technique for writing a bad-news message

A counterproposal

An effective counterproposal

Which of the following is NOT recommended within the final sentence of a bad-news message?

Which sentence is a good example of a buffer for a bad news message

Which of the following would be the BEST closing sentence in a bad-news message

 

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request

Which of the following is NOT recommended when preparing form messages

Which of the following requires an individualized acknowledgment message

Ola Jensen has placed her first order with your company. What is the BEST method to let her know you received her order

A well-written message acknowledging a customer’s order usually will likely result in

Which of the following guidelines for writing messages extending credit is FALSE

You have been asked to provide a credit reference for a customer. Which of the following will be part of your written response

When you provide credit information about another person, you have an ethical and legal obligation to

Manual, a credit supervisor, must write a letter informing a new client that her credit application has been approved. What writing sequence should he use

Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees?

A procedural message may be ineffective if it

Your company has decided to require all employees to wear picture ID badges, starting next week. Numerous steps are involved to get a photo ID. What would you do to alert the employees of the requirement?

When writing complex procedures that should be completed in a particular order, which method is BEST?

Which is the recommended format for writing the date of February 10, 2011, in an international business document

Which of the following is NOT recommended when leaving a voice mail message on another person’s phone?

A technology that provides information about your computer usage to remote third parties is called

 

In some circumstances, sharing bad news via email rather than face-to-face is justified

By placing bad news in the first paragraph, receiver support is more likely than when it is presented after giving reasons

Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal

In some circumstances, placing a refusal in the first sentence is justified

“I have received and read your letter of April 12” is an effective neutral way to begin the first paragraph of a bad-news message

The best reason to give the receiver for a refusal is “company policy” because it requires no further explanation

Usually, a statement of bad news should be followed by a logical explanation

“We apologize for any inconvenience we may have caused you” is a recommended way to close a refusal letter

Using passive voice and complex sentences are effective ways to de-emphasize bad

Offering a counterproposal may eliminate the need to state the refusal directly

Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news

To minimize disappointment and maintain a positive relationship, the inductive strategy is the best way to organize messages that refuse requests

Template letters, as featured by leading word processing software, eliminate the need to compose original documents

“We apologize for any inconvenience we may have caused you” is an effective way to close a refusal message

Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit

Which of the following is the BEST suggestion to follow when refusing a request

Which of the following is the BEST negative reply to a request for a favor

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message

Which of the following is the BEST advice for using template documents that are available with word processing software

Melody is responding negatively to a request for a claim. Which of the following would she NOT do in composing her message to the customer

Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users

Messages denying credit are different from other types of bad-news messages in that they

Which of the following is NOT required by the Fair Credit Reporting Act for a credit bureau that supplies information to companies that grant credit

To avoid litigation, some credit-granting companies

You must deny a request for credit to an applicant who does not meet your company’s requirements. Using a sentence such as “You are encouraged to make cash purchases” illustrates a

When writing a message offering constructive criticism, one’s primary consideration should be

Your department hired a strategic planning consultant to restructure the workforce. However, you believe that the consultant added no value to the company and simply played back what you wanted to hear. You must write a letter to the president of the consulting company to discuss your dissatisfaction. Which of the following is the BEST approach to your letter

Josef has responded to product advertising that focuses on convenience, durability, and service. At which level of Maslow’s need hierarchy is he most likely motivated

As indicated by Maslow's need hierarchy, people may respond favorably to

Marcus is writing a persuasive message asking his employees to complete an online company survey. Which of the following should he avoid when writing his message

Which of the following is the suggested four-step sequence for an inductive outline

Which of the following summarizes the AIDA steps in the persuasive process

Businesses have learned that unethical behavior

Advertising on mobile devices

Habitat for Humanity

Which of the following is an effective device for gaining attention in a persuasive message

Techniques for preparing effective sales messages include all EXCEPT

To overcome receiver resistance to a persuasive appeal, the price typically should

Which of the following is correct concerning the outline for persuasive messages

Khristopher has sent an email requesting information on a particular plasma television he saw on a company’s website. What is the writer’s task in replying

Which of the following is the BEST introduction of a product or service in a sales message

Which is the BEST choice for the first sentence of a sales message

The central selling point in a persuasive message

A persuasive email message to promote pop-up ad blocker software has as its central selling point the protection of children from pornography. The central selling point should

Which of the following is FALSE concerning the providing of supporting evidence in a sales message

Which of the following is the BEST example of providing supporting evidence

Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message

Which statement best describes the appropriateness of the following product claim in a sales letter? "Viruscan is the best virus defense product available. It offers the most sophisticated and comprehensive protection for your data."

Which of the following is FALSE when offering guarantees and free trial offers in persuasive messages

Which of the following best illustrates how to overcome people’s natural resistance to price

Which of the following is NOT recommended in discussing price in a sales message?

A new product to reduce cholesterol is on the market, with a price that is higher than that of competitors. Where should a writer or speaker introduce price in his or her sales message

Which of the following would be the most effective action-request statement

Which of the following is the BEST sentence for getting the receiver to take action

In a sales message, the last paragraph should

Which of the following sentences provides the most effective incentive for consumers to complete and return a survey about laundry detergents

 

Although communicating negative organizational news can be challenging, such messages can have a positive effect in

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication

Which of the following is FALSE concerning the communication of negative news within an organization

Which of the following is NOT an advisable guideline for organizations that want to develop an effective crisis communication plan

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement

Several methods exist for people to protect their anonymity in cyperspace. Which one is NOT a method for this protection

 

The principles used in selling an idea are similar to those used in selling products

Bonita wants to sell her consulting abilities to a potential client. She should use principles that are similar to those used in selling products and services

Knowing the needs of the receiver is essential to preparing an effective sales message.

Ken is preparing a persuasive message to business owners in his community. Before he writes his message he should try to understand what characteristics these owners have in common, such as the goals and educational status

Paragraphs in a persuasive message are typically long in order to achieve the writer's persuasive purpose

An effective persuasive message employs concrete and specific language to create an accurate representation of the product, service, or idea

An effective persuasive appeal includes a central selling point that is woven throughout the entire message

Santosh, a computer service firm owner, has drafted a sales letter to area businesses in which he has emphasized his central selling point— immediate, personal service—in each paragraph. To keep the recipient’s interest, he should edit his message to include the idea of his central selling point in only one paragraph

Gabrielle writes a sales message in the AIDA approach. She should Announce her intention, Infer the central selling point, Deal with objections, and ask the reader to take Action

Rhamel writes a sales message in the AIDA approach. He gets the receivers Attention, creates an Inference, creates a Decision for the receiver, and encourages Action

The first step in the selling process is to introduce the foremost feature of the product, service, or idea

A response that is sent to someone who has invited a persuasive message requires an attention-getting sentence to start the message

A recommended way to subordinate the price of a product is to reveal it in a sentence that also refers to the central selling point

Eduardo concludes his sales message for video game subscriptions by instructing receivers to "Let us hear from you if you are interested in subscribing to our service." This is an effective request for action

When requesting action in a persuasive message, wording such as “I hope you will . . .” and “If you agree . . .” is recommended as a courteous way to present the recipient with the choice of whether to respond favorably

An effective action paragraph in a sales message reminds the recipient of the benefit, which may be another referral to the central selling point

Will Frazier has written you to inquire about the features of your company’s new netbook; you should begin your reply with an attention-getting sentence to build interest in owning a netbook

While the majority of claims against companies come from unethical individuals, companies must still respond because of the few who believe they have a legitimate claim

Common types of persuasive requests include claim messages and requests for special favors and information

Only communication directed to individuals outside the organization requires use of the inductive approach

Archco Inc. and Suage Enterprises share a lobby where Suage has been storing computer equipment. Martha, CEO of Archco Inc., is writing a letter to Suage asking that the equipment be removed. She should make her point in the first paragraph and follow with supporting details

Brandy is writing a memo to a team of people who will help her launch a new product line for the company. To convince them that their extensive commitment is justified because of the importance of the product to the company's future, she should employ the deductive strategy in her persuasive approach

Habitat for Humanity has used persuasion to effectively gain donations of time, talent, and resources

An ethical communicator will substantiate any claims made and reflect a sensitivity to those who might find a message offensive

Various state laws limit advertising on mobile devices

Habitat for Humanity uses both mailed messages and its website to solicit donations

Unsupported claims of superior performance or quality of a product may lead to lawsuits for a company

Under the Federal Trade Commission's Telemarketing Sales Rule, callers must disclose the company's identity, the purpose of the call, the product or service offered, and any requirements for obtaining it

Which of the following is FALSE about persuasive communication

Before preparing a sales message for a digital video recorder, Russell will need concrete answers to questions such as

When preparing a claim message for which the answer is in question, you should

Which of the following is the BEST beginning to a persuasive claim message to Ruth’s Catering

Which of the following statements is FALSE concerning claim messages

Which of the following is FALSE concerning a persuasive claim message

Kendra is the program chair for an organization and would like to request permission to use a country club free of charge to host a fund-raising dinner. Which of the following sentences would be the most successful beginning sentence

Which of the following is the BEST beginning to an email request for completion of an online survey about a recently purchased product

How are effective persuasive memos different from routine memos

Which of the following provides the BEST opening line in a persuasive memo asking the company president to provide extra funds for advertising a new cat food line?

A restaurant is faced with the challenge of communicating to its employees a significant change in service and style. Which method is LEAST effective for communicating this change

Which of the following is the BEST call-to-action sentence for a persuasive memo to employees for contributions to the United Way fund campaign

Which of the following best describes Habitat for Humanity’s solicitation approach

 

_____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.

_____ refers to statements made about merchandise or service related to goods or services already bought.

Which of the following is true of a thank-you message?

When providing credit information, there is an ethical and legal obligation involved.

Which of the following is an example of a good practice when sending a good-news message?

When writing an appreciation message, you should:

While writing a good-news message, _____.

To give a routine claim the emphasis it deserves, the message must:

Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral.

Which of the following makes a routine request poor?

Which of the following guidelines should be followed when extending credit?

Good-news messages present the main idea at the end.

Positive responses to favor requests should not sound enthusiastic.

Which of the following is a difference between subtle sales messages and direct sales messages?

Routine messages, such as customer order acknowledgments, are written inductively.

The strategies for routine claims and persuasive claims differ because with a persuasive claim, a request will likely be granted only after explanations and arguments have been presented

An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message

Cultural beliefs and practices impact the ways specific cultures organize messages

Voicemail communication is extremely important because on most business calls, you most likely will be leaving a message rather than talking to someone

Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver

The impersonal nature of form letters makes them inappropriate for business purposes

An acknowledgment message is sent to indicate an order has been received and processed

When asked to provide credit information about an account holder, good advice is to report only facts and avoid opinions about the applicant

The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application

Asking a colleague or employee to walk through the steps outlined in a procedural document is recommended prior to finalizing the document

Memos or email messages are the most frequent methods for sharing procedures and instructions for internal business communication when a written record is needed

Using numbers when possible eliminates potential confusion with international audiences because dates and amounts are conveyed in the same way throughout the world

One recommended way to check the quality of your voice mail system is to pretend you don’t know your direct line or extension number and place a call to yourself

Cookie blocking will prevent unwanted tracing of your computer activities while allowing subscribed online services to continue operating

Zappos has simplified the information-seeking process for customers through the FAQ section on the company website, effectively reducing the need for customers to call the company

If you need to convey information that contains good- or neutral-news, you could use

As compared to letters, memos and email are channels for sharing information of a somewhat ____ nature

The organization of business messages should be organized based on

The strategies for structuring effective good- and neutral-news messages

The steps for the deductive sequence approach for a good-news message are

Email messages and memos differ from letters in that they are

Mary has a neutral message to deliver to a co-worker. What delivery options would be the most effective

Shaneka is writing a message to an intercultural audience to explain the short-term goals of the organization. Which of the following should she NOT use when writing for her audience

Which of the following is NOT an advantage of the deductive sequence approach for a good-news message

Which of the following is recommended advice when writing an appreciation message

 

Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario, which of the following sequences should Mary follow to structure the good-news message?

Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.

The closing sentence of a bad-news message should:

Which of the following is an idea that you can incorporate into an effective beginning paragraph in a bad-news message?

Which of the following is true of the reasons section of a bad-news message?

In the context of bad-news messages, a(n) _____ might eliminate the need to state the refusal directly because it states what can be done.

Which of the following guidelines should be followed while writing a bad-news statement?

If bad news is presented in the first sentence of a message, the reaction is likely to be positive.

Credit refusals cannot serve as order acknowledgments when requests for credit are accompanied with an order.

Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.

In the context of denying credit requests, the _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application.

Using _____ helps subordinate the refusal in a bad-news message.

Which of the following is true of negative organizational news?

 

An appreciation message should:

_____ provide a formal means of sharing information with people inside an organization.

When favor requests arrive frequently, a form message can be drafted to respond to the invitations.

Which of the following exemplifies a good practice when writing a letter extending credit?

Which of the following makes routine requests effective?

Which of the following is a feature of requests for information?

Using a bullet list format in a positive response to a routine request is a poor practice.

An appreciation message must never be addressed to an individual's supervisor.

When writing a procedural message, each step must be written in the passive voice.

Which of the following managers is displaying good practice when sending a good-news message?

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

A routine request should use a generic closing statement to build goodwill and a sense of urgency.

A form message is a document that indicates an order has been received and is being processed.

Which of the following is a difference between routine claims and persuasive claims?

A good positive response to a routine request addresses audience's concerns using an articulate, concise writing style.

Replies to requests for credit information are complicated.

Routine requests and favorable responses to them follow the _____.

Which of the following is true of replies to requests for credit information?

Smith recently purchased a DVD player that began causing problems while still in its warranty period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation, assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) _____.

When delivering negative organizational news, convey the bad news as late as possible.

The introductory paragraph in a bad-news message should:

Using the inductive sequence in a bad-news message:

In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as well as organizational misdeeds such as fraud.

Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged.

Email is the most effective channel for communicating negative organizational news.

In a bad-news message, placing the refusal in the first sentence can be justified if the message:

An expression of gratitude could be used as a positive beginning to a bad-news message.

Which of the following is a similarity between conveying bad news electronically and personally?

In a victim crisis, an organization is viewed as a victim of an event.

Which of the following can make the closing paragraph of a bad-news pleasant?

Sales promotional material must never be included in a bad-news message.

Which of the following is a difference between a printed memo and an email?

The best reason for a refusal is "company policy" because it requires no further explanation.

Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product.

Which of the following is true of a crisis situation in an organization?

Face-to-face delivery of bad news increases the probability of misinterpretation of the news.

Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee. He notices many grammatical errors in Bruno's articles and decides to write a feedback message to Bruno. Which of the following guidelines should Mark follow when composing the message?

If you need to convey information that contains good- or neutral-news, you could use

Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users

When writing a message offering constructive criticism, one’s primary consideration should be

An effective opening for a bad-news message

Which of the following provides the BEST opening line in a persuasive memo asking the company president to provide extra funds for advertising a new cat food line

To avoid litigation, some credit-granting companies

Which of the following is FALSE about persuasive communication

Persuasive requests differ from routine requests in that

Bonita wants to sell her consulting abilities to a potential client. She should use principles that are similar to those used in selling products and services

Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message

Which of the following is the BEST suggestion to follow when refusing a request

Which of the following is the BEST introduction of a product or service in a sales message

When writing complex procedures that should be completed in a particular order, which method is BEST

Ken is preparing a persuasive message to business owners in his community. Before he writes his message he should try to understand what characteristics these owners have in common, such as the goals and educational status

In a credit refusal message, your main purpose is to tactfully say “no” since the recipient is a poor credit risk and not a potential customer

Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims

A recommended way to subordinate the price of a product is to reveal it in a sentence that also refers to the central selling point

Which is the BEST choice for the first sentence of a sales message

Email messages and memos differ from letters in that they are

 

When refusing a request, a writer should:

The statement preceding a refusal in the introductory paragraph of a bad-news message should imply that an affirmative decision will follow.

The reasons section of a bad-news message need not emphasize how the audience will benefit from a decision.

Which of the following is true of a counterproposal?

_____ can be incorporated into the beginning paragraph of a bad-news message to make it effective.

Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis.

When delivering bad news, if a refusal appears in the first sentence of a message, _____.

Which of the following is an example of a good practice when developing a bad-news message?

Refusing employees' requests requires sensitivity and complete, honest explanations.

It is a good idea to use the deductive approach for refusing requests for a favor, an action, or even a donation.

The closing paragraph in a bad-news message must restate the refusal.

Which of the following guidelines should you follow when developing the reasons section in a bad-news message?

Which of the following should be avoided when writing the closing paragraph of a bad-news message?

An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.

In the context of delivering bad-news messages, _____ carries a level of discomfort and the potential for escalation of emotion.

Gwen, a manager at Exude Apparels Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, which of the following is an appropriate response to the second request?

In the context of writing a bad-news message using the inductive outline, which of the following immediately precedes the step that presents facts, analysis, and reasons for refusal or bad news?

The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar days following application.

Steve, a recruiter at Aragon Inc., interviews Eric, an engineering graduate. After the interview, Steve writes a message to Eric stating that he has not been selected. In the message, he also suggests that Eric apply for other suitable openings at Aragon. The suggestion made by Steve is an example of a(n) _____.

 

Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement

To minimize disappointment and maintain a positive relationship, the inductive strategy is the best way to organize messages that refuse requests

Which of the following is FALSE when offering guarantees and free trial offers in persuasive messages

Which of the following is the suggested four-step sequence for an inductive outline

Which of the following is FALSE concerning a persuasive claim message

In some circumstances, placing a refusal in the first sentence is justified

Which sentence is a good example of a buffer for a bad news message

A well-written message acknowledging a customer’s order usually will likely result in

Paragraphs in a persuasive message are typically long in order to achieve the writer's persuasive purpose

Which of the following sentences provides the most effective incentive for consumers to complete and return a survey about laundry detergents

Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered

The central selling point in a persuasive message

As compared to letters, memos and email are channels for sharing information of a somewhat ____ nature

Which of the following are FALSE when writing bad-news messages

“I have received and read your letter of April 12” is an effective neutral way to begin the first paragraph of a bad-news message.

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically

Memorandums, or memos, are appropriate for communication both inside and outside the company

Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message

Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal

Which of the following is an effective device for gaining attention in a persuasive message

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message

Which of the following summarizes the AIDA steps in the persuasive process

Goodwill messages can be designed to build strong, lasting relationships among employees, clients, customers, and various other groups

Memos or email messages are the most frequent methods for sharing procedures and instructions for internal business communication when a written record is needed

Which statement best describes the appropriateness of the following product claim in a sales letter? "Viruscan is the best virus defense product available. It offers the most sophisticated and comprehensive protection for your data."

The principles used in selling an idea are similar to those used in selling products

To overcome receiver resistance to a persuasive appeal, the price typically should be

Melody is responding negatively to a request for a claim. Which of the following would she NOT do in composing her message to the customer

The steps for the deductive sequence approach for a good-news message are

 
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