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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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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