BA105W Test 2
Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be
Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.
Which of the following will most likely require persuasion within an organization?
An employee proposes a tuition reimbursement program to the company's board of directors.
Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?
Analyze the bad news to determine how it will affect the reader.
William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first?
Analyze the purpose of the letter and the reader.
Which of the following statements about complaint messages is least accurate?
Anger and emotion are effective persuaders in complaint messages.
A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which communication tool is acceptable?
Any of these digital communication tools is acceptable for delivering bad news to employees.
Which of the following subject lines is most effective?
Attend Our Sales Meeting on January 30
Andrew, the head of his company's accounting department, is writing a persuasive message to encourage his staff to cut operating costs. What should he do to generate cooperation and buy-in?
Be clear about his objective, and ask for and incorporate his employees' ideas for cutting costs.
Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean?
Emphasize the big news up front, supported with specifics and background information.
What is a disadvantage of text messaging?
Employees using free consumer-grade instant messaging systems might reveal privileged information and company records.
Because blogs are informal, bloggers do not have to worry about being grammatically correct.
False
Desktop computers remain hugely popular in today's workplace.
False
Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.
False
The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.
False
The direct pattern is best when a past claim has been refused or ignored or if you anticipate reluctance to your claim.
False
The reasons for refusing credit should always be clearly explained.
False
Very few businesses make adjustments promptly.
False
We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.
False
We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.
False
When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.
False
Which of the following statements is most accurate?
In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.
Which of the following is not an effective persuasion technique?
Incite fear.
How do organizations use wikis?
Organizations use wikis for all these purposes.
Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message?
Please answer the following questions about your new malware removal program.
The first sentence of an information request is usually a(n) __________ or a polite command.
Question
Which of the following is not a standard guide word used in e-mail messages and memos?
RESPONSE
Which of the following situations is most appropriate for sending an e-mail message?
Sabrina wants to know whether her supervisor is available for a meeting next week.
Which of the following sentences best motivates action in a persuasive message?
The ethics training we provide will help your employees effectively resolve workplace-related ethical dilemmas. Please call me by August 1 so that your training sessions can begin by August 15.
Where should you place the main idea in a business letter?
The first sentence
A professional blog should provide fresh content regularly.
True
Persuasive techniques in the digital age are more subtle and misleading.
True
The first step in planning a persuasive message is determining the purpose since it establishes the strategy of the message.
True
The first step when writing a sales letter is to analyze the product and the purpose for writing.
True
The most important part of a negative-news message is the section that explains the reasons for the bad news
True
To be actionable (likely to result in a lawsuit), abusive language must be false.
True
What should you do in the closing of an instruction message?
Try to tie following the instructions to benefits to the organization or individual.
Which of the following is a command disguised as a polite request?
Will you please send my order by USPS Priority Mail.
The best persuasive requests
anticipate audience resistance
Which of the following actions on electronic media could get you in trouble or even fired?
All these actions on electronic media could get you in trouble or even fired.
What is the most accurate statement about podcasts?
Webcasting for audio and vcasting for video content are more accurate terms to use in place of podcast and podcasting.
When should the direct pattern be used to communicate negative news?
When firmness is necessary
When should the indirect pattern be used to communicate negative news?
When the bad news is personally upsetting
Effective persuaders may choose from different organizational strategies to get the results they want. Which of the following is the most accurate statement about organizational patterns?
When you expect resistance or when you need to educate the receiver, use the indirect organizational pattern.
What is the most accurate statement about goodwill messages?
Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured
Peter must deny an employee's request to work from home two days a week. What is the best way to begin this bad-news message?
You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis.
Which is the most effective statement in a letter to a customer denying a claim?
You can purchase a replacement battery pack at a 30 percent discount.
Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?
You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers.
You are opening a new restaurant and realize that customers might post reviews online. What should you do?
You should do all of these.
When should you send a thank-you note?
You should write a thank-you note for all these situations.
In persuading a busy executive to visit a college class, which of the following illustrates a direct benefit to the reader?
You will receive a $500 honorarium.
Which of the following is the most effective subject line for a routine response message?
Your June 5 Inquiry About Barcelona Travel Packages
Which of the following is the best closing sentence for a message requesting information?
Your answers to these questions by April 30 will help us decide which product to purchase.
Katie makes an abusive statement about David. This language will be actionable if
all of these are true.
When writing a claim letter to a company, you're more likely to be successful if you
appeal to the company's sense of responsibility and pride in its good name.
The best press releases
focus on information that appeals to a target audience.
The most effective sales messages follow this pattern:
gain attention, build interest, elicit desire and reduce resistance, motivate action.
The statement Did you know you can get home delivery of your local newspaper for 40 percent less than the newsstand price?
gains attention by asking a question that focuses on reader benefits.
In a letter advertising its recycling services, The Greenfield Recycling Company stresses that customers will feel the satisfaction of knowing that they have helped to preserve the environment. This persuasive technique relies on
indirect benefits to the reader.
The most important part of an e-mail message is its ____________________.
subject line
Memos are necessary for important internal messages
that meet all of these criteria.
Kyoung has an espresso maker that stopped working properly within the warranty period. He plans to write a claim letter to the company. Because he feels his request to have his espresso maker repaired at no cost is justified and will be granted, he should use
the direct strategy.
Messages flowing downward such as information about procedures, equipment, or customer service generally use
the direct strategy.
Routine request and response messages should be written using
the direct strategy.
When you are writing to complain about something and you're worried that your reader might be reluctant to grant your claim, you should use
the indirect strategy.
Most job refusal letters
use the indirect strategy.
Instruction messages should be written
using a straightforward, direct approach.
Jeannie must deliver bad news to her staff in person, and she knows they'll be upset. What should Jeannie do first to prepare for the meeting?
9
What statement about delivering bad news within an organization is most accurate?
A tactful tone is useful when communicating bad news within organizations.
Which of the following statements about building interest in persuasive messages is most accurate?
After capturing attention, a persuasive request must retain that attention and convince the audience that the request is reasonable.
Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?
Agreement
What is a benefit of instant messaging?
All of these choices are benefits of instant messaging.
Which of the following actions is unethical?
All these actions are unethical.
What is the most accurate statement about writing skills and social media?
Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.
What is a major advantage of wikis?
Both b. and c.
Which of the following is a similarity in e-mail messages and memos?
Both generally close with action information, a summary of the message, or a closing thought.
Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?
Buffer, reasons, bad news, closing
What do most companies do first for damage control when a problem arises?
Call or e-mail the individual involved must receive a notice of "adverse action" from the business explaining. the decision
Which of the following situations would require a persuasive claim or complaint letter?
Chelsea's transmission failed two months after her car warranty expired.
Which of the following is the best advice when presenting the reasons for the bad news?
Cite reader or other benefits if plausible.
What is the best advice for closing a bad-news letter?
Close with something forward looking that assumes future business.
What is the best advice for organizing e-mail messages?
Consider using side headings to better organize longer e-mail messages.
Which of the following statements about digital media in the workplace is least accurate?
Desktop computers are still the most popular choice in most business offices.
Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?
E-mail, text, or IM
Alisha is writing a sales message to advertise the services provided by the day spa she manages. In the letter she mentions rest, relaxation, and spoiling oneself for the day. Alisha is using what type of appeal?
Emotional appeal
Which of the following is an effective way for persuasive writers and speakers to establish credibility with an audience?
Establish their expertise.
Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?
Evaluate the effectiveness of the letter from the reader's standpoint.
Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.
False
Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.
False
Companies should respond to every comment left by customers on social media sites.
False
Including a subject line in an e-mail message is optional because these messages are usually short.
False
Instant messages can be exchanged only on computers.
False
Instant messaging (IM) and texting should not be used in the workplace.
False
It's not necessary to respond when you receive a written congratulatory note.
False
Once you delete an e-mail message, it's gone forever and cannot be retrieved.
False
Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
False
Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.
False
Please let me know if I may be of further assistance is an example of an effective, professional closing for an e-mail message or memo.
False
Podcasting is one of the most popular Web 2.0 tools.
False
Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?
I appreciate this information because it will allow me to make an effective decision about which plan to choose.
Annette wants to start a blog for her small business. What should she do first?
Identify her audience.
What is the most accurate statement about sending goodwill messages e via e-mail?
If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable.
What is the least accurate statement about posting complaints online?
If you want a company to pay attention to your complaint, post it online.
Daniel is resigning from his position as a management consultant and would like a permanent record of his official resignation. Which of the following is the best communication channel for him to resign and to inform his supervisor of his resignation?
Letter
James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?
Letter
What is the best advice for writing e-mail messages?
Make your e-mail messages easier to read and to comprehend by using bulleted and numbered lists and headings.
What is the most accurate statement about the use of blogs to provide up-to-date information to the press and the public?
Many companies now use blogs for crowdsourcing promotions to connect with their customers and to generate buzz that they hope will go viral on the Internet.
Many individuals and companies are willing to grant requests for time, money, information, cooperation, and special privileges for which of the following reasons?
Many individuals and companies are willing to grant requests for time, money, information, cooperation, and special privileges for all these reasons.
Which of the following statements about blogs is most accurate?
Marketing firms are looking closely at blogs because blogs can invite spontaneous consumer feedback faster and more cheaply than traditional consumer research tools.
In persuading the owner of your company to allow you to telecommute, which of the following illustrates an indirect benefit to the reader?
My working from home will help to protect the environment.
Which of the following is the best closing sentence for direct response message?
Once you've read these answers to your questions, please contact us for an on-site consultation.
Which of the following would be the best way to begin a persuasive claim or complaint letter?
Open with an objective statement of the problem.
How do organizations share podcasts with employees, customers, and other users?
Organizations share podcasts with their audiences in all of these ways.
How do organizations use blogs?
Organizations use blogs for all these purposes.
How do organizations use podcasts?
Organizations use podcasts for all of these purposes.
How do organizations use social media?
Organizations use social media for all these purposes.
You're not sure how your reader will react to the bad news you will be delivering. What should you do?
Organize the bad-news message using the indirect strategy.
What is the most accurate statement about apologizing in an adjustment message?
People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of "psychological compensation."
Which of the following is the best example of placing the most important information first in a routine information request message?
Please answer the following questions about your office printers.
Which of the following is the best closing for a straightforward claim letter?
Please credit $36 to my account by December 31, when my next billing cycle begins.
Which of the following is the best opening for a straightforward claim letter?
Please credit my Visa account for $36, the amount I was overcharged on November 8.
Which of the following statements would be the best closing for a persuasive claim or complaint letter?
Please credit my account for $256 by August 31, which is when my next billing cycle begins.
Which of the following is the most effective closing for an e-mail message?
Please send your time sheet to me by August 31 so that we can process your paycheck.
Karen, a real estate agent, wants to create simple podcasts that will allow her clients to take virtual tours of available properties. What should she focus on first?
Providing quality content with an authentic voice
What is the best advice for writing the body of a routine request message?
Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do?
Reply to the customer's post within 24 hours.
Which of the following messages moving downward from superiors to subordinates will most likely require persuasion?
Requesting that employees participate in a charity 5K run that takes place outside of work hours
The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
Savvy
Alonzo has just been assigned to create a blog to use for market research and viral marketing. What advice would you give him?
Scrutinize the blogosphere for buzz and for positive or negative postings about his organization and its products.
Daniel has to compose an important e-mail message to a client. What advice should Daniel follow?
Send only content he would want published.
The manager of a bookstore plans to use e-mail to send an online sales message announcing a special sale. What is the best advice to make this e-marketing campaign successful?
Send the e-mail sales message only to those who have given permission.
Byron has ended a sales message with the sentence Book your vacation by May 15 to receive a seventh night free. What technique is he using to motivate action?
Setting a deadline
Ashley has just been hired for her first full-time position and has been told that she can use social media on the job. What should she do to appear professional and to ensure that she keeps her job?
Share only information, images, and media online that she would be comfortable sharing opening in the office.
Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties?
She has used abusive language.
Which of the following instructions is in the imperative (command) mood?
Sign and date the agreement.
An adjustment message granting a claim should be arranged using the direct pattern.
True
Delay in writing a claim letter makes the claim appear less important to the receiver.
True
In the workplace, most messages are positive or neutral and, therefore, direct.
True
Last month our technical support personnel handled an additional 200 calls; that higher call volume increased our customer wait time per call by 15 percent is an example of an effective opener for a persuasive message recommending a solution to this problem.
True
One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that they may receive faster responses to online postes and tweets than to customer service calls.
True
Paul wants to convince the members of his staff to begin exercising more. He should use an indirect organizational pattern.
True
Pull the red lever is an example of an instruction in the imperative mood.
True
The best persuasive requests anticipate audience resistance.
True
Which of the following statements about direct claims is most accurate?
Written claims are taken more seriously than claims made by phone or e-mail.
Americans spend the most time online playing online games, followed by visiting social network sites and blogs.
false
In the workplace, Wikis are used exclusively by information technology departments.
false
In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be
libel.
A strong motivator that encourages ethical behavior in business is the desire to
maintain one's reputation and credibility.
The opening of a direct claim letter should
open with a clear statement of the problem or with the action you want the receiver to take.
The purpose of a buffer statement in a negative message is to
reduce the reader's shock or pain related to the bad news.
The statement A Kodak all-in-one printer may cost a little more, but you'll pay far less for replacement ink than you will with other printers
reduces resistance.
The majority of your writing on the job will involve
routine, positive messages.
Aimee has discovered a production problem that will cause this month's shipments to be a few days late. Because her Brazilian customers will need to know about this problem right away, Aimee should
send an e-mail message.
Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in
the opening.
The most important part of a bad-news letter is
the section that explains the reasons for the bad news.
A business letter is a better channel choice than e-mail
when the matter requires confidentiality.
Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to
write a letter to someone in charge at the website where she booked her hotel.
Constance is writing a proposal for her board of directors to request that her company implement a wellness program. The first thing she should do is to
decide on the purpose of her proposal.
As Nathan begins his business career, he will probably find himself writing more ____ than other types of messages.
e-mail messages
To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are
general, simple, and short.
The major differences between the direct and indirect strategies are whether you start with a buffer and
how early you explain the reasons for the negative news.
The best placement for a statement of bad news in a message is
in a subordinate clause.
To start your home water delivery service immediately, call us at 1-800-555-1111 is an example of
motivating action.
The most emphatic positions in a message are the
opening and closing.
When price is an obstacle, the most effective sales messages reduce resistance by
showing the price in small units.
Suggestions made by subordinates to managers usually require
skillful persuasive communication.
What is the biggest advantage of business blogs?
they potentially reach a far-flung, vast audien
An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.
true
Messages in today's digital age are shorter and more frequent than in the past.
true
The major attraction of instant messaging (IM) in the workplace is that it allows real-time communication with colleagues anywhere in the world.
true
You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?
A business letter is a better channel choice than e-mail
Which of the following will most likely prompt a reader to open your blog post?
A catchy title or headline
Orhan is writing a persuasive message to potential customers and opens with this sentence You can reduce your monthly energy bill by 30 percent or more. He is gaining his reader's attention by using what type of opening statement?
A reader benefit
Which of the following would not be included in the closing paragraph of a bad-news message?
A reference to an enclosed coupon, certificate, or other freebie
Which of the following is an e-mail etiquette rule?
All of these are e-mail etiquette rules. Soften the tone by including a friendly greeting and closing. Obtain approval before forwarding any e-mail message Avoid writing in ALL CAPS.
Which of the following defines persuasion?
All of these are part of the definition of persuasion.
Which of the following is a potential risk for businesses that use social media?
All of these are potential risks for businesses that use social media.
Which of the following services will allow you to send instant messages?
All of these choices
What is a benefit of text messaging?
All of these choices are benefits of text messaging.
Which of the following is the best example of a situation justifying a straightforward claim?
All of these choices are examples of direct claims.
A phone call or face-to-face visit is a better channel choice than e-mail when you need to
All of these choices.
The bad feelings associated with disappointing news can generally be reduced if the receiver
All of these choices.
What does the statement Persuasion is free choice mean?
All of these describe the statement Persuasion is free choice.
Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader's time by making her message easier to comprehend at a glance. What can she do?
Allison can do all of these to save her reader's time.
Which of the following sentences most effectively implies the refusal?
Although I'll be in Southeast Asia on business on the date of your annual conference, I could speak to members prior to that date.
The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be
Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.
In which of the following sentences has the bad news been placed in a subordinate clause?
Although our wellness program must be discontinued, all other benefits will remain the same.
Which of the following sentences uses the passive voice to present the bad news?
Although the social media specialist position has been filled, we wish you well in your job search.
Which message would be most effective when organized indirectly?
An e-mail message asking employees to donate to a local charity through payroll deductions
Select the most accurate statement.
An employee's words, decisions, and opinions are assumed to represent those of the organization.
Which of the following situations requires use of the AIDA (indirect) strategy?
An invitation to a local politician to speak at your professional organization's awards banquet
Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?
As soon as we receive your payment, we'll ship your order.
Justin would like to use text messaging on the job to communicate one-on-one with his customers. What should Justin do first?
Ask his supervisor for permission to use text messaging.
What is the most accurate statement about keeping the indirect strategy ethical?
By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.
Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?
By trying to make herself look good, she is guilty of the "good-guy syndrome."
Select the best subject line for a memo delivering bad news to employees.
Change in Parking Benefit
Rowena must read and reply to several e-mail messages. What is the best tip she can follow to make sure that she handles her e-mail professionally?
Change the subject line if the subject changes
Maya will be using e-mail on the job and wants to learn how to write effective subject lines. What is the best advice you can give her?
Change the subject line if the topic changes after repeated replies.
What is the most effective strategy for controlling your e-mail inbox?
Check your e-mail at set times.
Liliana must be able to access her company's accounting records and accounting software from remote locations. What technology will allow her to store and to access data and software application in remote network clusters?
Cloud computing
Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase?
Collect any necessary information
Coleton has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. What should he do next according to the 3-x-3 writing process?
Collect data and organize it.
What is the best advice for writing a letter that turns down a customer's claim?
Consider offering resale information to build the customer's confidence in your products or organization.
Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?
Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.
Of the following questions, what one should you ask yourself first as you begin to prepare a message?
Do I really need to write this e-mail, memo, or letter?
Shondra is starting a new administrative position and knows that she'll be writing a lot of e-mail messages. What is the best advice you can give her?
Don't put anything in an e-mail message that you wouldn't post on your office door.
Lindsay, a sales rep, has just learned that she will be allowed to text with her colleagues and clients during work hours. What is the best advice you can give her to ensure that she is using this tool professionally?
Don't text while driving a car on her sales calls.
Dwayne wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message?
Dwayne's target audience will likely ask all of these questions.
The most effective statement in a letter to a local charitable organization refusing its request for a donation would be
Even though our budget won't allow a contribution this year, we hope to be able to contribute next year.
What should you do in the body of an adjustment letter?
Explain how you are complying with the claim.
Roger's company will be raising the prices of its basic services, and Roger must write to customers to inform them of these increases. What is the most important thing he should do when writing this message?
Explain the reasons and hook the increase to benefits.
The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision
Fair Credit Reporting Act
A good technique for de-emphasizing negative news is to place it at the end of a paragraph.
False
A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.
False
Action information, including deadline dates, should be placed in the body of a routine request message.
False
An example of an emotional appeal is You can reduce your gasoline expenses by installing our fuel-efficient tires on your vehicle.
False
As you prepare to write a business message, you should first ask, "What communication channel should I use?"
False
Because Alexis knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.
False
Because the recipient's name appears in the header of an e-mail message, you don't have to include a greeting at the beginning of your message.
False
Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.
False
E-mail is an effective communication channel for critical work situations such as human resources annual reviews, discipline, and promotions.
False
Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.
False
If you expect resistance or need to educate the reader, use the direct approach for your persuasive message.
False
If you have a complaint against a company, you should begin by posting your comments online on various social media sites.
False
If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.
False
Important is an example of an effective, attention-getting subject line.
False
In a sales letter promoting its new hybrid vehicle, a car company included this sentence: Our new hybrid model will save you hundreds of dollars annually on gasoline expenses. The company is focusing on indirect benefits of purchasing this vehicle.
False
In most businesses today, e-mail has been overtaken by texting and social media.
False
In the digital age, persuasive skills are becoming less important at work.
False
In today's digital age, business letters have become obsolete.
False
Managers trying to persuade employees should use words such as should and must to make their messages more powerful.
False
Most routine request and response messages should be organized using the indirect strategy.
False
Never provide e-mail recipients a means for opting out of receiving your e-mail sales messages because you'll lose potential customers.
False
Persuading someone to change a belief or to perform an action is less effective when done in writing than when done face-to-face.
False
Phone calls and e-mail messages are usually taken more seriously than a written claim letter.
False
Podcasts can be played only on iPods.
False
Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.
False
RSS feed readers can be accessed only on desktop and laptop computers.
False
Rate increases and price hikes should always be communicated in a written letter, and never announced online.
False
Rational appeals are generally appropriate when a product is inexpensive, short-lived, or nonessential.
False
Readers tend to look for deadlines and action information in the body of an e-mail message or memo.
False
Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.
False
Smart companies should focus exclusively on e-marketing since direct-mail marketing is obsolete.
False
Social media are well suited for overt selling.
False
To be persuasive in a claim letter, you should suggest that the receiver intentionally deceived you or intentionally created the problem.
False
To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.
False
Type your name at the bottom of an e-mail message only when you are writing to someone you don't know.
False
We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.
False
When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.
False
When denying an application for employment, be as specific as possible about why the candidate was rejected.
False
When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.
False
When using the indirect (AIDA) strategy to write a persuasive message, begin the message by overcoming any resistance your reader might have.
False
You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.
False
You should never apologize in a negative-news message because doing so admits responsibility.
False
Following up on bad-news in writing is important to
Following up on bad news in writing is important for all these purposes.
Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to deliver the bad news to this employee tactfully, professionally, and safely?
Gerald should prepare and rehearse what he will say.
Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence "Although we would love to have your class visit our company, much of the work area is too dangerous for group tours." What has Chuck done that might lead to legal difficulties?
He has used careless language.
Timothy is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he do during this phase?
He should do all of these.
Which of the following is the best opening sentence for a direct response message?
Here are the answers to the questions you asked about our banquet facilities.
Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do?
Hold a press conference to announce the bad news before the media does.
A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?
Ignore the comments.
What is the least accurate statement about business letters in today's digital age?
In certain situations letters are still the preferred channel of communication for delivering messages inside an organization.
Where should deadlines and action information be placed in a routine request message?
In the closing
A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?
Include positives as well as negatives in the review.
When promoting products and writing sales letters, which of the following is legal?
Including a "puffery" statement such as We offer the best service in the industry!
A colleague has suggested that you down-edit your e-mail message when replying to be more efficient. What should you do?
Insert your responses to parts of the incoming message, and include only those parts of the incoming message to which you are responding.
Chatham Industries would like to provide live tech support to its customers. What is the best communication channel for doing this?
Instant messaging
Virginia has just been hired by a marketing firm that uses social and other electronic media. What advice should Virginia follow to protect herself?
Learn her company's rules about the use of electronic media.
What is the most accurate statement about direct claim and complaint messages?
Letters establish a record of what happened more convincingly than other communication channels.
Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?
Memo
Monique wants to be an effective e-mail communicator. What should she do?
Monica should do all of these.
What is the least accurate statement about persuasion in today's digital age?
Most of us are excellent persuaders and recognize persuasive tactics directed at us.
Persuasion in the twenty-first century is different from persuasion in previous historic periods in distinct ways. Which of the following is not one of the striking developments that have occurred in the past three decades?
Persuasive techniques are less subtle and misleading.
What is the least accurate statement about routine response messages?
Routine response messages generally use the indirect organizational pattern.
Which of the following statements about direct mail marketing is most accurate?
Sales letters are generally written by specialists.
Adam is writing a proposal to the board of directors about an idea he has for a new product line. What should he do to best persuade the members to adopt his idea?
Show how his proposal will increase company revenues.
Heather wants to convince her supervisor to invest in new smartphones for the sales staff. What is the best thing Heather can do in her proposal?
Show how the smartphones will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales.
What is the most accurate statement about negative workplace messages?
Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter.
The best business writers do what in the opening paragraph of a routine request message?
State immediately why they are writing.
What is the best advice for delivering the bad news?
Suggest a compromise or alternative
In which of the following situations is the writer being unethical?
Taylor writes an e-mail message focusing on a small perk offered in the new health coverage, but she deliberately de-emphasizes a reduction in total coverage.
What is the most accurate statement about instant messaging (IM) and text messaging?
Text messaging requires a short message service (SMS) supplied by a cell phone service provider or a voice over Internet protocol (VoIP) service.
For which of the following situations would a business letter be more appropriate than an e-mail message?
Thanking your boss for a birthday gift she gave you
Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.
The services you provide for homeless families in our community are necessary and important.
You must refuse a customer's request to return an item. What should you do first?
Think about how the receiver will react to your refusal.
Which of the following is not a common business use of blogs?
To allow remote team members to share information and to access and edit their documents online
Which of the following is not a goal in writing adjustment messages?
To avoid future correspondence with the customer
Which of the following is not one of the goals in communicating negative news?
To hide the real reason for the negative news
Which is the most effective statement in a letter to a customer denying credit?
To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports.
Which is the least accurate statement about today's digital-age corporations?
Today's executives will likely rely on the power of position when issuing commands to subordinates.
A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business
True
A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.
True
A successful and practical persuasive message shows receivers how your request will help them solve a problem, achieve a personal or work objective, or make life easier.
True
Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.
True
Amanda is writing a claim letter about unsatisfactory service she received at a recent business dinner. She should enclose a copy of her restaurant receipt.
True
An effective location for your strongest motivator is in the postscript to a sales message.
True
An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.
True
An effective opener for a press release might be WB Lending Corporation supports the community by sponsoring Dunwoody Elementary School's Read-to-Learn Program.
True
An effective way of dealing with price is to delay mentioning it until after you've created a desire for the product or service.
True
An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.
True
Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.
True
Bad things that require the delivery of negative messages happen in all businesses.
True
Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.
True
Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.
True
Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.
True
Businesses use social networking sites such as Facebook and Twitter to connect with customers and employees, share company news, and exchange ideas.
True
E-mail is appropriate for short, informal messages that request information and respond to inquiries.
True
Even privacy settings on social networking sites do not guarantee complete protection.
True
Experts predict that social media will become as important for the economy as mobile phones and cloud computing.
True
Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents
True
Goodwill messages⎯such as thank-you notes and condolence messages⎯are often more difficult to write than other types of routine business documents.
True
Instant messages and text messages can become evidence in court cases and lawsuits.
True
Instant messaging is more interactive and immediate than e-mail.
True
Instructions will be most readable if the steps are presented in a numbered vertical list.
True
Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.
True
Straightforward, direct claims are those to which you expect the receiver to agree readily.
True
The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.
True
The most important part of a negative-news message is the section that explains the reasons for the bad news.
True
When writing a positive review of a company or product, it's best to include suggestions for improvement.
True
Would you like to reduce your daily commute time? is an effective statement for the opening paragraph of a sales message.
True
Which of the following statements is most accurate?
Twitter, podcasts, and wikis are part of the new user-centered virtual environment called Web 2.0.
Which of the following statements about e-mail in the workplace is most accurate?
Typical businesspeople spend at least two hours a day writing and replying to e-mail messages.
Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your advice. What should you tell him?
Use a commercial hosting site such as Blogger, Tumblr, or WordPress.
Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?
Use a friendly, upbeat, professional tone.
Which of the following statements about social networking sites is most accurate?
Users over fifty-five are driving the growth of social networking via the mobile Internet.
Michelle has just been appointed to a virtual team that will use a wiki to keep in touch, and she wants to be a valuable team participant and contributor to the wiki. What is the best advice you can give her?
Verify all facts before posting them to the wiki.
Which of the following would be an effective persuasive technique for a manager attempting to persuade her employees to take part in a wellness program?
Warm words and a conversational tone
Which of the following is an appropriate statement when saying no to job applicants?
We appreciate your interest in our company and wish you every success in your job search.
Which of the following is the best statement to include in a goodwill message?
We are so sorry, Marti, to learn of the loss of your husband Rich.
Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?
We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.
Which of the following is the best opening for an adjustment message?
We have credited your account for $36 to refund your dining bill.
Which of the following is the best closing for an adjustment message?
We hope that this refund check proves our commitment to providing excellent customer service.
