Management 286 Exam 3

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.

The direct pattern is best when a past claim has been refused or ignored or if you anticipate reluctance to your claim.

False

The best press releases

Focus on information that appeals to a target audience.

Which of the following is not an effective persuasion technique?

Incite fear.

Where should you place the main idea in a business letter?

The first sentence

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

Which of the following describes communication in today's digital age?

All of the above statements describe communication in today's digital age.

Which of the following is an e-mail etiquette rule?

All of these are e-mail etiquette rules.

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.

What is a benefit of instant messaging?

All of these choices are benefits of instant messaging.

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

Which of the following subject lines is most effective?

Attend Our Sales Meeting on January 30

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.

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.

Including a subject line in an e-mail message is optional because these messages are usually short.

False

Once you delete an e-mail message, it's gone forever and cannot be retrieved.

False

Rate increases and price hikes should always be communicated in a written letter, and never announced online.

False

Nicole wants to ask her boss if she can telecommute two days a week, but she's afraid her boss will oppose her request. What should she do first in her written request?

Gain attention

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?

Gather information and brainstorm ways to present the reasons for the bad news.

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.

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.

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.

The purpose of a buffer statement in a negative message is to

Reduce the reader's shock or pain related to the bad news.

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.

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?

Savvy

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.

The best business writers do what in the opening paragraph of a routine request message?

State immediately why they are writing.

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.

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business

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

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

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

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

In the workplace, most messages are positive or neutral and, therefore, direct.

True

Messages in today's digital age are shorter and more frequent than in the past.

True

Straightforward, direct claims are those to which you expect the receiver to agree readily.

True

The first step in planning a persuasive message is determining the purpose since it establishes the strategy of the message.

True

When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.

True

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

Which of the following is a command disguised as a polite request?

Will you please send my order by USPS Priority Mail.

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.

Showing customers how your product or service solves a problem, achieves a personal or work objective, or makes life easier is accomplished by

adapting the message to the audience

The best persuasive requests

anticipate audience resistance.

Instruction messages are used to

explain clearly how to complete a task.

To start your home water delivery service immediately, call us at 1-800-555-1111 is an example of

motivating action.

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 most important information in a press release should be

presented early.

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.

Messages flowing downward such as information about procedures, equipment, or customer service generally use

the direct strategy.

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in

the opening.

As Nathan begins his business career, he will probably find himself writing more ____ than other types of messages.

e-mail messages