Business Communications, Chapter 7,8,9,10

Written responses to disappointed customers should aim to do all of the following except ________. a. demonstrate the writer's excellent vocabulary b. promote good relations c. formally confirm follow-up procedures d. establish a record of the incident

a. demonstrate the writer's excellent vocabulary

The first rule of e-marketing is to communicate only with those who have given permission. a. True b. False

a. True

The first step in planning a persuasive message is determining its purpose. a. True b. False

a. True

When writing a persuasive message, it is important to expect resistance from your audience. a. True b. False

a. True

Your primary goal in writing a sales message is to get someone to devote a few moments of attention to it. a. True b. False

a. True

Which technique is most important to implement when writing an e-mail sales message a. Write a catchy and targeted subject line. b. Place the most important information last. c. Develop at least three selling points. d. Leave the action date open.

a. Write a catchy and targeted subject line.

Abusive language that is spoken within the presence of others or written to others is actionable (can result in a lawsuit). a. True b. False

a. True

Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations . a. True b. False

a. True

Claim letters are taken more seriously than telephone calls or e-mails. a. True b. False

a. True

Communication is unethical when the sender has the intent to deceive. a. True b. False

a. True

Delivering bad news gradually is sometimes an effective approach. a. True b. False

a. True

Generally, the direct strategy is best for requesting straightforward adjustments. a. True b. False

a. True

Holly is writing a complaint letter. She will be most effective if she appeals to the receiver's sense of responsibility and pride in the company's good name. a. True b. False

a. True

In the body of a claim letter, explain the problem and justify your request. a. True b. False

a. True

In the sentence Although we must discontinue the health club benefit, all other benefits will remain unchanged, the bad news has been de-emphasized. a. True b. False

a. True

Social media have drastically shortened business response times to claims. a. True b. False

a. True

One of the most important goals in a letter that refuses credit is to __________. a. retain customers on a cash basis b. offer convincing reasons for the refusal c. use the indirect method and imply the refusal d. apologize for the refusal and promise credit in the future

a. retain customers on a cash basis

Melinda must write a message to her employees to convey the new procedure for handling customer complaints. Melinda should __________. a. state the purpose of her message immediately b. detail the consequences of not following the new procedure c. withhold the purpose of her message until the end d. include words such as "should" and "must" frequently to convey the seriousness of her message

a. state the purpose of her message immediately

Natalia is writing the opening for a business message that makes a routine request. She believes her request will be received positively; therefore, she should begin with __________. a. the main idea b. an explanation of her needs before making the request c. a note of appreciation for the receiver's assistance d. the rationale to support her request

a. the main idea

What is the best advice to follow when writing an online review or complaint? a. Avoid including your name to the online review or complaint so that you can't be tracked down. b. Keep your review or complaint clean, polite, and succinct. c. Include at least three screens of details to support your review or complaint. d. Accept a cash payment for a favorable critique.

b. Keep your review or complaint clean, polite, and succinct.

Dale is writing a claim letter to a company about a damaged product he received. As Dale is composing his letter to the company, what advice should he follow? a. Include the originals of all relevant paperwork. b. Begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem. c. Provide a detailed chronology of the order, damaged product, and shipping details. d. End the claim letter indicating that he will contact the Better Business Bureau if his claim is not resolved.

b. Begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem.

What is the correct order of ideas when using the indirect strategy to reveal bad news? a. Bad news, reasons, pleasant close b. Buffer, reasons, bad news, pleasant close c. Buffer, bad news, reasons, pleasant close d. Reasons, buffer, bad news, pleasant close

b. Buffer, reasons, bad news, pleasant close

Select the best subject line for a memo delivering bad news to employees. a. Discontinuation of Free Parking b. Change in Parking Benefit c. Parking d. Major Reduction in Parking Privileges

b. Change in Parking Benefit

________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages. a. Sympathy b. Empathy c. Regret d. Rapport

b. Empathy

A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message; this way, the writer has a chance to explain further. a. True b. False

b. False

A good technique for de-emphasizing negative news is to place it at the end of a paragraph. a. True b. False

b. False

Action information, including deadline dates, should be placed in the body of a routine request message. a. True b. False

b. False

Bad news messages should always be organized indirectly. a. True b. False

b. False

Giving unhappy customers a chance to cool down is important, so companies should wait at least 72 hours to respond to a complaint . a. True b. False

b. False

In a sales letter promoting its new hybrid vehicle, a car company is focusing on indirect benefits in the following sentence: Our new hybrid model will save you hundreds of dollars annually on gasoline expenses. a. True b. False

b. False

Instructions or directives moving downward from superiors to subordinates usually require high levels of persuasion. a. True b. False

b. False

It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message. a. True b. False

b. False

Jorge is writing an adjustment letter granting the customer's claim request; Jorge should use the indirect strategy to deliver this message. a. True b. False

b. False

Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired. a. True b. False

b. False

News releases should cover the answers to the five Ws and one H (who, what, when, where, why, how) in the first sentence to be most effective. a. True b. False

b. False

The final step in Phase 3 of the 3-x-3 writing process is proofreading the product. a. True b. False

b. False

When organizations are involved in a crisis such as serious financial problems or public controversy, they should share the news with the public before informing employees. a. True b. False

b. False

When using the AIDA strategy to present a persuasive message, you should motivate action in the body of your message. a. True b. False

b. False

Choose the best opening for a response to a routine request e-mail. a. Definitely! b. I would be delighted to speak at your meeting on February 1. c. I received your message. d. I am responding to your e-mail message of December 15.

b. I would be delighted to speak at your meeting on February 1.

Which of the following sentences delivers bad news using the passive voice? a. Our company doesn't allow merchandise refunds without a receipt. b. Merchandise refunds are not given at our company without a receipt. c. You need a receipt to return merchandise for a refund at this company. d. Company policy prohibits merchandise refunds without a receipt

b. Merchandise refunds are not given at our company without a receipt

________ establish rules of conduct to be followed within an organization . a. Instruction messages b. Policies and procedures c. Grievances d. All of these choices

b. Policies and procedures

In identifying a "best-selling" item, advertisers are hoping to appeal to which psychological trigger ? a. Reciprocation b. Social proof c. Commitment d. Scarcity

b. Social proof

AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, ________, and action of the audience. a. direction b. desire c. deduction d. discernment

b. desire

Using the indirect strategy enables the writer to __________. a. entertain the reader with humor or startling facts before getting to the bad news b. keep the reader's attention until the reasons for the bad news have been explained c. talk around the subject, avoiding the sharing of bad news entirely d. avoid any statements that might lead to litigation

b. keep the reader's attention until the reasons for the bad news have been explained

Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ____________. a. company will still correspond with them b. matter was treated seriously and fairly c. company CEO authorized the bad news d. decision was personal

b. matter was treated seriously and fairly

Stressing how a product or service will help the reader make money is an example of a(n) __________. a. logical fallacy b. rational appeal c. emotional appeal d. circular reasoning

b. rational appeal

When you are writing to complain about something and you believe that your request is justified and will be granted, you should use __________. a. the indirect strategy b. the direct strategy c. only indirect appeals d. both direct and indirect appeals

b. the direct strategy

You should wait at least a week after an event or incident to send a goodwill message to seem most sincere. a. True b. False

b. False

Corporate blogs can be especially useful for crisis communication. a. True b. False

A True

Most messages in the workplace are positive or neutral. a. True b. False

a. True

Which of the following is the best tip for employees who use social networking sites? a) Encourage your friends to tag you in photographs to demonstrate your popularity. b) Establish boundaries, and don't share information online that you would not be comfortable sharing openly in the office. c) Respond positively to some colleagues' requests to become a "friend," but block colleagues with whom you have little in common. d) Use the privacy settings to hide sensitive contents from the employer and to create total protection from prying eyes.

B Establish boundaries, and don't share information online that you would not be comfortable sharing openly in the office.

Which of the following subject lines would be most effective for an e-mail or memo? a) Training b) FYI: PhotoShop Training, May 15 c) IMPORTANT d) A Training Opportunity will take place May 15.

B FYI: PhotoShop Training, May 15

Because of the prevalence of social media , it is now appropriate to use it for personal reasons while at work. a. True b. False

B False

The most important part of an e-mail message is its a) conclusion b) opening greeting c) subject line d) body

C subject line

Goodwill messages should __________. a. include specific incidents or characteristics of the receiver b. be lengthy to demonstrate your emotions c. be written in third person d. focus on the writer rather than the receiver

a. include specific incidents or characteristics of the receiver

What is the best advice to follow when responding to customers online? a. Wait at least two days to respond. b. Avoid stating your name or position to maintain your anonymity. c. Respond in a friendly, upbeat, yet professional tone. d. Avoid accepting blame for any problems or mistakes.

c. Respond in a friendly, upbeat, yet professional tone.

What is the best advice to follow when dealing with disappointed customers in print or online? a. Refer the problem to your legal department. b. Assure the customer that the issue will never happen again. c. Address the problems immediately and personally. d. Use the direct strategy when communicating with the customer.

c. Address the problems immediately and personally.

Which message would be most effective when organized indirectly? a. An e-mail message informing employees about a change in summer work hours b. An announcement about management training seminars being offered to employees c. An e-mail message asking employees to donate to a local charity through payroll deductions d. An e-mail message telling employees that carpools are being organized

c. An e-mail message asking employees to donate to a local charity through payroll deductions

Which of the following is not a component of persuasion? a. Free choice b. Conscious effort c. Coercion d. Message transmission

c. Coercion

Which of the following best prompts action in a persuasive message? a. We know that you'll want to use our landscaping services, so we'll come by on Monday morning to finalize the contract. b. If you agree that our landscaping services can help you in some way, we hope to hear from you soon. c. Our professional landscaping services will help you make a good first impression with your customers. Call us by June 30 to take advantage of our summer discount. d. We look forward to hearing from you at your earliest convenience.

c. Our professional landscaping services will help you make a good first impression with your customers. Call us by June 30 to take advantage of our summer discount.

When delivering bad news face to face within an organization, what is the best advice to follow? a. Deliver the bad news on a Friday afternoon so that the person has time to cool down over the weekend. b. Always go alone. c. Outline what you have to say and rehearse before delivering the bad news. d. Focus only on the present

c. Outline what you have to say and rehearse before delivering the bad news.

Which of the following is the best opening for a routine claim letter? a. I am outraged at the quality of work your company performed. b. We hired your firm based on several recommendations from companies we trusted. c. Please send a contractor to repaint our office conference room. d. I am writing this letter to make a claim against your company's service.

c. Please send a contractor to repaint our office conference room.

Choose the best closing for a routine request message that asks the receiver to complete a survey. a. Please complete and return your survey as soon as possible. b. Thank you in advance for completing this survey at your earliest convenience. c. Thanks for returning your completed survey before October 15, when we will start compiling the results. d. We would like to know your views on the smoking ban referendum.

c. Thanks for returning your completed survey before October 15, when we will start compiling the results.

Which of the following is not a goal in writing adjustment letters? a. To rectify a wrong, if one exists b. To regain the confidence of the customer c. To encourage future correspondence with the customer d. To promote future business

c. To encourage future correspondence with the customer

Select the best closing sentence of a bad-news letter. a. Once again, we want you to know how sorry we are that we're unable to offer you the position. b. If you have further questions about this hiring decision, please call me immediately. c. We appreciate your interest in our organization, and we wish you the best of luck in your job search. d. We regret that we are unable to offer you the position at this time.

c. We appreciate your interest in our organization, and we wish you the best of luck in your job search.

During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________. a. correctness b. tone c. clarity d. goodwill

c. clarity

Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message. a. editing b. proofreading c. evaluating d. composing

c. evaluating

A press release should ________. a. reveal the news in the final paragraph after creating context earlier in the message b. focus totally on selling the writer's company and its products c. present the news early in the message d. be at least four double-spaced pages to demonstrate its importance

c. present the news early in the message

Writing for social media ________. a. does not require close proofreading because it is informal b. requires you to consider only external audiences c. shines a close light on your writing skills and can affect your career d. is completely different from writing traditional business documents

c. shines a close light on your writing skills and can affect your career

You must write a letter convincing your reader to donate money to your company's annual United Way campaign. What indirect benefit to the reader could you incorporate within your letter? a. A statement indicating that all donors will be publicly recognized on the company website b. A United Way pin c. A statement acknowledging that all donations are tax deductible d. A statement regarding the need for charitable donations and the power of giving

d. A statement regarding the need for charitable donations and the power of giving

What is the best advice for expressing price in a sales letter if price may be an obstacle? a. Mention the price right away so that it doesn't look as if you are hiding it. b. Show the total price only for clarity. c. Omit price altogether. d. Compare your prices with those of a competitor.

d. Compare your prices with those of a competitor.

Dillon wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message ? a. Why should I? b. What's in it for me? c. Who cares? d. Dillon's target audience will likely ask all of these questions.

d. Dillon's target audience will likely ask all of these questions.

Which of the following is the best opening for an adjustment letter? a. Although our company policy prohibits cash refunds, we'll make an exception in your case. b. Thank you for your letter dated May 25 in which you told us that two of your espresso cups arrived broken. c. We are so sorry to hear that two of your espresso cups arrived broken. d. Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.

d. Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.

Which of the following is the best statement to include in a goodwill message? a. You must be so excited. I remember how I felt when I finally earned my master's degree. b. Wow, you finished your master's. Awesome! c. Good luck in the future. d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

Instruction messages will be most readable if you divide the instructions into steps, list the steps in the order in which they are to be performed, arrange the items vertically with numbers, and ______. a. describe any alternative methods for these steps b. promise a successful outcome if the directions are followed precisely c. anticipate and explain any future problems d. begin each step with an action verb using the imperative mood

d. begin each step with an action verb using the imperative mood

The major differences between the direct and indirect strategies are whether you start with a buffer and ________. a. whether you apologize b. whether you address the reader by name c. whether you accept blame for the bad news d. how early you explain the reasons for the negative news

d. how early you explain the reasons for the negative news

When you are preparing a message that will refuse a typical request, you should first determine ____________. a. what type of organizational pattern to use b. when to deliver the bad news c. what type of correspondence to use d. how the message will affect the receiver

d. how the message will affect the receiver

Mark just got off the phone with a prospective client and wants a permanent record of the conversation. To create a formal record that confirms the conversation and continues to build the relationship, Mark should prepare a(n) ______ and send it to his client a. text message b. report c. handwritten note d. letter

d. letter

When selling an idea to management, writers often are successful if they make a strong case for saving __________. a. time b. face c. paper d. money

d. money

When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ____________. a. proofreading your message at least three time b. responding to an issue within 24 hours c. sending a gift, coupon, or complimentary item to the individual d. providing no personal feelings or opinions in your message

d. providing no personal feelings or opinions in your message

Twitter, podcasts, blogs, and wikis are part of the new user-centered virtual environment called Web 2.0. a. True b. False

A True

What is the best advice for blogging? a) Identify your audience and tailor your message to your audience. b) Create long messages to demonstrate your topic knowledge. c) Avoid adding links to other sites within your blog. d) Be creative by avoiding the use of standard templates.

A Identify your audience and tailor your message to your audience.

A complimentary closing such as Cheers or All the best is optional in the closing of an e-mail message, but providing your name is mandatory. a. True b. False

A True

Recruiters now routinely check applicants' online presence in the screening process. a. True b. False

A True

Wikis capitalize on crowdsourcing, which can be defined as the practice of tapping into the combined knowledge of a large community to solve problems and complete assignments. a. True b. False

A True

Businesses have embraced podcasting for sending audio and video messages that __________. a) do not require a live presence yet provide a friendly human face b) require a live presence to respond to questions c) are short clips of less than five minutes and can be easily downloaded d) provide feedback and allow visitors to leave comments

A do not require a live presence yet provide a friendly human face

You receive a suspicious text message from an unknown sender asking you to click on a link to access your current credit score. This is likely an example of ________. a) marketing b) phishing c) liability d) malware

B phishing

What is a disadvantage of text messaging? a) Using text messaging on the job lowers productivity. b) Employees using free consumer-grade instant messaging systems might reveal privileged information and company records. c) Texting is a relatively high-cost substitute for voice calls. d) Text messaging in an indiscreet way of communicating.

B Employees using free consumer-grade instant messaging systems might reveal privileged information and company records.

Blogrolling means that you respond to other bloggers' postings and avoid rude or unprofessional messages. a. True b. False

B False

Down-editing is not recommended when responding to e-mails because it adds to reading time and can seem rude. a. True b. False

B False

Readers tend to look for deadlines and action information in the body of an e-mail message or memo. a) True b) False

B False

Unlike e-mail, instant and text messaging are not subject to legal discovery and may not be used in lawsuits. a. True b. False

B False

A blog is a(n) _______. a) audio or video file than can be played on a variety of devices such as smartphones, tablets, or computers b) website with journal entries on any imaginable topic usually written by one person c) very brief message sent from cellular phones using short message service protocol d) data file that transmits changing Web content such as news items or videos

B website with journal entries on any imaginable topic usually written by one person

Which of these is the most effective closing for an e-mail message? a.) I hope that you'll do all you can to provide answers to these questions. b.) Please let me know if I can be of any further assistance. c.) So that we may meet our project deadline date, please provide answers to these questions by March 18. d.) If you have any questions about this request, please do not hesitate to call.

C So that we may meet our project deadline date, please provide answers to these questions by March 18.

Businesses use blogs to keep customers and employees informed and to interact with them. What is the biggest advantage of business blogs? a) They can be downloaded to a computer, a smartphone, or an MP3 player to be enjoyed on the go without subsequent Web access. b) They can be produced with inexpensive recording, editing, and publishing software. c) They potentially reach a far-flung, vast audience. d) They do not require strategic writing.

C They potentially reach a far-flung, vast audience.

Potential risks for businesses that use social media include productivity loss, embarrassment if employees make damaging posts, and ________. a) weakened recruiting efforts b) higher technical support costs c) attracting the wrath of a huge Internet audience d) losing older employees

C attracting the wrath of a huge Internet audience

A Web-based tool that enables multiple users to collaboratively create, post, edit, and access information is a __________. a) podcast b) blog c) wiki d) social network

C wiki

Today, ________ of hiring managers use social media as part of their screening processes. a) about 25 percent b) about 50 percent c) about 75 percent d) over 90 percent

D over 90 percent

Which of the following is good advice when sending texts or instant messages on the job? a) Send sensitive information to individuals you trust. b) Use jargon, slang, and abbreviations to save keystrokes and to reduce message length. c) Make yourself available at all times so that customers can contact you 24/7. d) Use good grammar and proper spelling.

D Use good grammar and proper spelling.

Email is appropriate for... a) short, informal messages that request information and respond to inquires b) messages to multiple receivers c) use as a cover document when sending longer attachments d) all of the above

D all of the above