Business Communications Final Exam
__ explains why the bad news was necessary & that the matter was taken seriously
The reason
When refusing typical requests:
Transition with the repetition of key ideas
A dynamic, hyperconnected Web environment in which users are empowered to create content, review products, and edit & share information
Web 2.0
When are readers more open to bad news?
When it may benefit them or someone/something else
Web-based tool that employs easy to use collaborative software allowing multiple users collectively to create, access, and modify documents
Wikis
When a company is unable to honor a written request for a contribution to charity, what is the best way to refuse the request?
With an indirect refusal that focuses on the charity's good work
A successful persuasive message to subordinates should use__
a conversational tone
You should use a direct approach to write claim letters when you expect the receiver to __
agree with you
A quarter of bosses have fired an employee for __
an email violation
Persuasive requests are generally more effective when they use __
an indirect strategy
Effective direct reply letter__
avoid wordy, drawn out openings
The biggest advantage of __ is that they potentially reach a far flung vast audience
business blogs
If you need to make a persuasive, well considered, professional impression, you should send a __
business letter
Most business messages are still sent by
Within organizations __ delivers changes in procedures, official instructions and reports
memos
The closing of a direct request letter should__
request an action with an end date
Use the indirect approach when you want to __
soften the blow & ensure that your reasoning will be heard
The most important part of an email is
subject line
One of the most prominent uses of blogs is to provide
up to date company info to the media and public
Business letters are important for any transaction that requires __
written record & confidentialtiy
You do not need to provide reasons when refusing an internal request. True or False
False
Communication tool that allows people to use the internet or an internal intranet to "chat" in real time by exchanging brief text-based messages
IM
When is email an appropriate channel for goodwill messages?
If you frequently communicate with the receiver by email & plan to follow up with a written note
A paper-based internal communication channel used primarily to convey confidential info, emphasize ideas, deliver lengthy documents, or lend importance to a message
Inter office memorandum
Which graphic devices should be used in the body of a direct reply letter?
Lists, tables, headings, & other highlighting techniques
What should you include in the body of a direct claim letter?
Logical & objective explanation of the facts
Malicious software designed to disrupt the operation of a network or computer
Malware
__ format is particularly necessary for complex, lengthy internal messages
Memo
Rules of etiquette for polite interaction on the internet
Netiquette
Identify an element of a successful, persuasive tweet
-Include a call to action to click a link, sign a petition, or follow a related company outlet
What are the elements of effective persuasion?
1. Anticipates objections 2. Asks for a particular, easy to take action 3. Builds interest
What should the body of a claim letter do?
1. Avoid blame or accusation 2. Provide a clear, alternative remedy if one exists
What are your goals when writing a letter denying credit?
1. Avoiding language that causes hard feelings 2. Avoiding disclosures that could cause a lawsuit
When writing a sales message in which price is an issue, what can you do to reduce resistance?
1. Delay mentioning a price until after you create a desire for the product 2. Compare your prices favorably with those of a competitor
What are the elements of an effective persuasive message to a superior?
1. Describe benefits & risks involved 2. Use a sensitive tone 3. Provide evidence
What should you include in a persuasive claim or complaint message?
1. Expresion of personal dissapointment or other feelings 2. Data that justifies your claim
What strategies should a direct reply message use?
1. Graphic devices to make the message more readable 2. Close pleasantly with a forward-looking statement 3. List answers to the customer's questions in order asked 4. Place most important info first
What should you NOT do in an adjustment letter?
1. Make unrealistic promises 2. Use negative words 3. Blame customers
You should__ when personally delivering bad news within organizations
1. Offer a clear, sincere explanation 2. Communicate the news openly
What guidelines should you follow when responding to customers online?
1. Personalize & humanize your business 2. Correct mistakes politely 3. Direct users to approved information sources
When are business letters necessary?
1. Persuasive, well considered presentation is important 2. Recipients are located in another country 3. A permanent record is required 4. Formality & sensitivity are essential
What motivators can you add to your sales message?
1. Promise or an incentive 2. Gift
Identify the guidelines for creating effective email sales messages
1. Provide a means for opting out 2. Craft a catchy subject line 3. Focus on a few central selling points
What techniques can you use to make your request clear?
1. Set an end date 2. Itemize info to improve readability 3. Ask for a specific action
What are characteristics of goodwill messages?
1. Spontaneous 2. Short 3. Specific
What are the 4 factors memos are necessary for internal messages
1. too long for email 2. require permanent record 3. demand formality 4. inform employees who may not have access to email
What is the value of real-time feedback of customer comments?
1.Improve operating instructions 2. Help clear up supply chain bottlenecks 3. Expose product flaws
The average worker receives __ emails per year
11,680
Typical business people spend at least __ hours a day or more writing and replying to email
2
New MBA graduates exchange more than __ emails a day
200
Many companies use blogs & tweets to help develop__
A positive online presence
When writing a letter thanking someone for a favor, what should you include?
An explanation of the importance of the gesture
A comparison of similar traits between dissimilar things; effective in explaining & drawing connections
Analogy
A website with journal entries usually written by one person with comments added by others
Blog
What are paper-based messages?
Business letters & interoffice memos
What is the 1st step you should take when a problem arises?
Call the individual customer
Your boss is extremely busy & likes to know the facts straightaway, what strategy do you use
Direct strategy
A skillful email technique for inserting responses into parts of an incoming message
Down-editing
A mainstay of business communication for messages transmitted within organization as well as customers & suppliers
Not a substitute for face-to-face conversations or telephone calls
__ has replaced paper memos for many messages inside organizations & some letters to external audiences
__ is appropriate for short, informal messages that request information & respond to inquires
appropriate as a cover document when sending longer attachments
effective for messages to multiple receivers & messages that must be saved
the fraudulent use of email to persuade recipeints to disclose personal info
Phishing
Digital media file that is distributed over the Internet & downloaded on portable media players, personal computers, and other devices; may also be called webcasting with audio content or vcasting with video content
Podcast
What should a sympathy letter include?
Positive ending with reassuring note
Benefit of IM & texting enables coworkers to locate each other online, thus avoiding wild goose chases hunting someone who is out of the office
Presence functionality
Effective claim & complaint messages__
Present a logical case with clear facts
Spam (unsolicited advertisements sent via IM)
Spim
probably the most important part of an email message or memo; summarizes the central idea & provides quick identification for reading or filing
Subject line
Thought-provoking podcasts on topics in technology, entertainment, and design Ted; delivered by a mix of entrepreneurs, scientists, and other opinion leaders
Ted Talks
What buffering technique are you using if you provide object info in your opening?
Facts
Relationships & interactions between companies & customers thought to be created through blogging & online networking resulting in goodwill & brand loyalty
Engagement
Many clever sales messages combine __ in the interest section of the message?
Rational & emotional appeals
