Chpt. 7-10 BUS 2200

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

wiki

Alyson Davis, who heads our Consumer Services Division, has a master's degree in marketing from California State University.

Correct

The secretary of state of the United States urged members of the European Union to continue to seek peace in the Middle East.

Correct

The world's highest tax rate is in Belgium, said Professor Du-Babcock, who teaches at the City University of Hong Kong.

Correct

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

To encourage future correspondence with the customer

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

include specific incidents or characteristics of the receiver

From the following selections, choose the correctly punctuated sentence. "If you do well on this job," said the manager, I will assign more projects to you in the future. If you do well on this job, said the manager, I will assign more projects to you in the future. "If you do well on this job," said the manager, "I will assign more projects to you in the future."

"If you do well on this job," said the manager, "I will assign more projects to you in the future."

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

False The closing of an e-mail message or memo is where readers look for deadlines and action information.

Select the sentence that is completely correct. Most American cars are delivered f.o.b. Detroit; however, imports are not. Most American cars are delivered fob Detroit, however imports are not. Most American cars are delivered fob Detroit; however, imports are not.

Most American cars are delivered f.o.b. Detroit; however, imports are not.

From the following selections, choose the correctly punctuated sentence. Most of the employees come in at 8 a.m., don't they? Most of the employees come in at 8 a.m., don't they. Most of the employees come in at 8 a.m.? don't they.

Most of the employees come in at 8 a.m., don't they?

E-mail is appropriate for ________. a. short, informal messages that request information and respond to inquiries b. messages to multiple receivers c. use as a cover document when sending longer attachments d. all of these choices

all of these choices

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

clarity

From the following selections, choose the correctly punctuated sentence. We all resented Emily's talking in the meeting. We all resented Emilys' talking in the meeting. We all resented Emily talking in the meeting.

We all resented Emily's talking in the meeting.

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

phishing

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

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

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

the main idea

Which of the following statements is an example of resale in the closing paragraph of a bad-news message? a. Because we are out of the product you ordered, we are referring you to our competitor. b. The product you ordered is no longer in stock. c. You chose our best-selling model. d. ​We are happy to send you an alternative product.

c. You chose our best-selling model.

Please ask a colleague who is familiar with tax accounting whether this expense is deductible.

correct

The office on the West Coast is closed today.

correct

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

Change in Parking Benefit

Select the sentence that is completely correct. Each of the supermarkets advertised its specials on Thursdays. Each of the supermarkets advertised it's specials on Thursdays. Each of the supermarkets advertised their specials on Thursday's.

Each of the supermarkets advertised its specials on Thursdays.

_______ 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

Empathy

From the following selections, choose the correctly punctuated sentence. Please give him the folder before the 4 p.m. meeting tomorrow. Please give him the folder before the 4 p.m. meeting tomorrow? Please give him the folder before the 4 p.m. meeting tomorrow

Please give him the folder before the 4 p.m. meeting tomorrow.

Which sentence is capitalized incorrectly? We feel that this association does admirable work. They approve of the Company's benefits. We saw the American Heart Association announcement. Employees with Procter & Gamble enjoy excellent benefits.

They approve of the Company's benefits.

Select the sentence that is completely correct. Three dates are scheduled for the seminar called "E-Commerce Today:" April 1, May 3, and June 5. Three dates are scheduled for the seminar called E-Commerce Today: April 1, May 3, and June 5. Three dates are scheduled for the seminar called "E-Commerce Today": April 1, May 3, and June 5.

Three dates are scheduled for the seminar called "E-Commerce Today": April 1, May 3, and June 5.

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

True

Titles of complete works such as books, newspapers, magazines, and movies should be underlined or shown in italics. True False

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.

Write a catchy and targeted subject line...of no more than 50 characters that offers discounts or premiums, asks a meaningful question, promises realistic solutions, or includes an audience-specific location.

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

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

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

letter

When copying others on an e-mail, today's writers should use Cc to reveal openly all __________________ of a message.

recipients

Direct claim messages are considered positive

true

In certain situations, business letters are most appropriate for delivering messages outside an organization

true

Last summer did you see the article titled "The Global Consequences of Using Crops for Fuel"?

Correct

My uncle, who lives in the Midwest, has a Big Mac and a Diet Coke for lunch nearly every day.

Correct

On April 15 our attorney notified all four managers of the lawsuit.

Correct

Our corporate vice president and president met with several directors on the West Coast to discuss how to develop apps for Facebook.

Correct

Customers are more accepting of disappointing news if they are assured that their requests were heard and treated fairly.

Correct

Did you already analyze the product's major and minor appeals before writing the sales message?

Correct

How would you make the following phrase possessive if there were more than one employee? Employees checks Employee's checks Employees' checks

Employees' checks

In some sentences, singular subjects require plural verbs to make sense. True False

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

False This is a direct benefit

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

False Your final step in the writing process is evaluating the product. Ask yourself this question: Will this message achieve its purpose?

Which of the following sentences is correct? The frisky puppies didn't give Mary's friend a minutes peace. The frisky puppies didn't give the friend of Mary a minutes peace. The frisky puppys didn't give Marys friend a minute's peace. The frisky puppies didn't give Mary's friend a minute's peace.

The frisky puppies didn't give Mary's friend a minute's peace.

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

True

The new executive has a bachelor of science degree in international business.

correct

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.

Address the problems immediately and personally.

What should you include in an effective complaint message? Check all that apply. Accusations of deceit A blow-by-blow chronology of details An appeal to the receiver's ethical and legal responsibility Data that justify your claim

An appeal to the receiver's ethical and legal responsibility Data that justify your claim

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

An e-mail message asking employees to donate to a local charity through payroll deductions The others are informational and should be organized directly.

What should NOT be included in an effective complaint message? Check all that apply. An appeal to fairness An emotional tone A blow-by-blow account of details A brief logical explanation of why the receiver is responsible

An emotional tone A blow-by-blow account of details Keep your complaint description brief and logical. Use a calm, rational tone, and appeal to fairness. Do not use an emotional tone or include a blow-by-blow chronology with too many details. These are not effective techniques for helping the reader accept your claim.

Before composing your message, what should you do? Gain attention. Analyze your purpose. Reduce resistance.

Analyze your purpose. To establish the strategy and path of the message, you should analyze your purpose—in this case, to convince your manager to extend the due date—before composing your message. A clearly identified purpose also saves you time rewriting and revising. Use the four-part indirect strategy, which includes gaining attention and reducing resistance, to organize a persuasive request that will encounter resistance.

Your coworker is writing a press release and asks for your advice. What tips should you give? Check all that apply. Use singe-spaced pages. Appeal to the audience of the target media. Include answers to the five Ws and one H. Present the most important information early.

Appeal to the audience of the target media. Include answers to the five Ws and one H. Present the most important information early.

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.

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. Then he can explain precisely what happened or why his claim is legitimate. He should also hit only the highlights, enclose copies of relevant paperwork, and end with a clear statement of what he wants done.

Select the sentence that is completely correct. Business's in many countrys can avoid computer viruses if they follow our advice. Businesses in many countries can avoid computer virus's if they follow our advice. Businesses in many countries can avoid computer viruses if they follow our advice.

Businesses in many countries can avoid computer viruses if they follow our advice.

Which would be the best subject line for the company's e-mail sales message? Stationery Promotion Through Website Buy From Us Online Buy Your Favorite Stationery at 20 Percent Off!

Buy Your Favorite Stationery at 20 Percent Off! Craft catchy subject lines that offer discounts or premiums to help capture your reader's attention. Once you have your reader's attention, keep the key points at the top of the e-mail; make the message short, conversational, and focused; convey urgency; use testimonials; and build goodwill by providing a means for opting out of future e-mails.

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

Coercion Persuasion is a symbolic process that involves the transmission of a verbal and/or nonverbal message. It is a conscious attempt to influence, but it does not involve coercion because the ultimate change of a behavior or attitude is left to the individual.

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.

Compare your prices with those of a competitor.

What suggestion would you give to Yvette to make her message more persuasive? Copy her teammates on the message to open the topic up for conversation with coworkers. Consider resistance and demonstrate evidence of research. Use a more specific compliment in the close of the message.

Consider resistance and demonstrate evidence of research. Yvette should improve the message by considering resistance and demonstrating evidence of research. Anticipating and countering her supervisor's resistance would allow Yvette to deliver a more persuasive message. Specific compliments should not be included in the closing of an upwardly persuasive message. Yvette should not open the discussion up to her coworkers. This may not be an appropriate topic for team discussion, so it could be bothersome to her supervisor.

A five-year loan for a $25,000 new car with 20 percent down would have monthly payments of $356.

Correct

Although he expected to spend $50 or less, Jake spent $65 for the gift.

Correct

Faced with a $522 million deficit, the mayor sent pink slips to 15,000 city employees.

Correct

In the first two weeks of the year, we expect to hire at least ten new employees.

Correct

The customer's complaint elicited an immediate response that analyzed the facts carefully but was not too long.

Correct

The principal part of the manager's persuasive message contained a compliment and valuable advice.

Correct

Twenty-three call centers in India will be switching from customer service to mortgage processing.

Correct

UPS deliveries are expected before 10 a.m. and again at 4:30 p.m.

Correct

When delivering bad news, try to accommodate a dissatisfied customer with a plausible alternative.

Correct

You can burn 150 calories by walking as little as 30 minutes.

Correct

Which of the following sentences contains an expression that is not used idiomatically? Applicants who are negligent of their appearance risk being overlooked. Do the symbols on the package correspond with those in our manual? We now correspond with our overseas office by fax or e-mail. Dr. Ito was an expert in negotiating trade agreements in China.

Do the symbols on the package correspond with those in our manual?

What are the elements of effective persuasion? Check all that apply. Be rigid when it comes to a solution. Expect and overcome resistance. Establish credibility. Tie facts to benefits. Involve coercion when necessary.

Expect and overcome resistance. Establish credibility. Tie facts to benefits. Effective persuasion depends on the reasonable presentation of the benefits of a request. Connect facts to benefits in order to make the request more attractive to the person receiving it. Establish credibility by engendering trust. People must believe you are telling the truth, are experienced, and are well informed. Coercion will undermine your credibility and make you less persuasive. Anticipate and plan for resistance by preparing ideas and strategies to address opposition. Be flexible and willing to compromise when developing a solution.

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

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

False

It's not necessary to respond when you receive a written congratulatory note. a. True b. False

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

False

The dash should be eliminated from business writing because it's frequently overused. True False

False

When a woman is introduced to a man, he should wait for her to extend her hand first.

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

False

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

False Avoid pretentious, formal, or flowery language. This expression sounds insincere and focuses on the writer rather than the reader.

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

False Instructions or directives moving downward from superiors to subordinates usually require little persuasion because employees traditionally expect to be directed in how to perform their jobs.

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

False It should appear somewhere near the beginning of the news release, but not all in the first sentence!

Although you should never take home company equipment or major supplies, most employees are entitled to take home small items such as paper, folders, and pens.

False Never take home any office supplies. No matter how entitled you feel, it is thievery

You panic when you can't remember the name of someone you have met before. The best strategy is to pretend you remember the person and try to engage in small talk while searching for clues to the person's identity.

False You should calmly say, "I remember meeting you, but I can't remember your name." Don't try to bluff your way through your encounter. Because many people can't remember names, you should help others remember yours by announcing it when you greet someone who may have forgotten your name. Don't expect people to remember your name.

You are taking a new employee, Meredith Lee, around introducing her to the office staff. The vice president shows up in the hallway. You should introduce him by saying, "Meredith, I'd like you to meet Mr. Richmond, our vice president."

False You should say, "Mr. Richmond, I would like to introduce Meredith Lee, a new office employee." The senior-ranking person should be mentioned first. However, when introducing a guest, client, or business partner, that person should always be the first to be introduced to coworkers and superiors, regardless of the peers' or supervisors' rank or seniority.

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

False you should get the reader's attention in the opening. You then create desire and interest in the body and motivate the reader to action in the closing.

What is effective about the opening of this message? Check all that apply. Gains attention Sounds preachy or parental Uses a direct pattern Uses an interesting fact

Gains attention Uses an interesting fact Use attention-grabbing openers, like short questions, startling statements, or interesting facts. Direct patterns and a preachy tone are not the best ways to gain your reader's attention in a sales message.

What techniques overcome resistance and help build credibility? Check all that apply. Sending unwanted merchandise Including performance tests, polls, or awards Using a celebrity name without authorization Listing names of satisfied users

Including performance tests, polls, or awards Listing names of satisfied users

What techniques overcome resistance and help build credibility? Check all that apply. Using misleading statements Sending unwanted merchandise Including testimonials Sending free trial samples

Including testimonials Sending free trial samples To reduce resistance and prove credibility, you should use testimonials; names of satisfied customers; money-back guarantees; free trials; performance tests, polls, or awards; and so forth. Do not send potential customers unwanted merchandise or use misleading statements. Both will undermine the credibility and professionalism of your organization.

A coworker is crafting a sales message and asks for your advice. What tips can you share for the opening? Check all that apply. Keep the opener short. Begin with an offer. Include a quotation or proverb. Sacrifice honesty for engagement.

Keep the opener short. Begin with an offer. Include a quotation or proverb. Gain attention in the opening of your message by keeping your opening paragraph between one to five lines and by using attractive typographical arrangements. Be concise, honest, relevant, and stimulating. Hook the reader's attention by including offers, promises, questions, quotations, facts, product features, startling statements, personalized action settings, or a personalized statement using the receiver's name.

A coworker is crafting a sales message and asks for your advice. What tips can you share for the opening? Check all that apply. Make a promise to the reader. Avoid using the receiver's name. Create a personalized action setting. Don't waste time on the visual appearance of the message.

Make a promise to the reader. Create a personalized action setting. Gain attention in the opening of your message by keeping your opening paragraph between one to five lines and by using attractive typographical arrangements. Be concise, honest, relevant, and stimulating. Hook the reader's attention by including offers, promises, questions, quotations, facts, product features, startling statements, personalized action settings, or a personalized statement using the receiver's name.

Which of the following might you do in the opening of a persuasive message? Check all that apply. Make a sales proposition. Build resistance. Apologize. Prompt your audience to read further. Create awareness.

Make a sales proposition. Prompt your audience to read further. Create awareness. When writing a persuasive message that may encounter resistance, use an indirect approach. You can follow the four-part AIDA (attention, interest, desire, action) strategy to craft an effective indirect message. In the opening of your message, use the attention strategy. Capture the attention of your audience, create awareness, make a sales proposition if appropriate, and prompt the audience to read further. Apologizing or building resistance will not help you persuade your audience.

What revision should you suggest? Our rich colored paper and timeless letterpress designs are 20 percent off. Picture your loved ones opening your notes written on our rich colored paper with timeless letterpress designs. Picture the simple joy on their faces just knowing you care. Make someone happy: send a handwritten note. Make yourself happy: save 20 percent on all our stationery online today!

Make someone happy: send a handwritten note. Make yourself happy: save 20 percent on all our stationery online today!

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.

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

How would you suggest the writer improve the press release? Check all that apply. Offer contacts for press inquiries. Include quotations. Be less promotional. Include specific names.

Offer contacts for press inquiries. Include quotations. Be less promotional. Include specific names. In a press release, it is always a good idea to include contact information for press inquiries. It's also important to be specific throughout the press release to increase credibility and to make the information vivid for the reader. This release is vague where it could be specific. For example, what's the name of the nonprofit, who is the owner of ABC music, and who is the musician the press release refers to? The press release would also seem more credible if it used actual quotations. Rather than vaguely referring to what someone said, the writer should use direct quotes. The third paragraph of the press release is too promotional. The press release should focus on the specifics of the festival and how it benefits the community rather than using the announcement to blatantly promote its business.

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.

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. These sentences would effectively motivate action because they are specific and easy to follow; they also provide a deadline and a reason for that date.

How would you suggest the writer improve the press release? Check all that apply. Proofread for typos. Remove quotations. Include the date and location. Provide more specifics.

Proofread for typos. Include the date and location. Provide more specifics. In the beginning of a press release, be sure to address the five Ws and the one H. This press release is missing the where and when information. The press release could also use more specificity. Instead of "with years of experience," the writer could name the number of years the new CFO has in the industry. Rather than writing, "In his time at Sunnyside, the footwear company grew," the writer could give specific numbers related to the company's growth. Such specifics are more compelling to readers. Finally, the writer should proofread the press release. It has a number of typos (footware instead of footwear, exiting instead of exciting, and it's instead of its) that undermine its credibility.

Your coworker is writing a press release and asks for your advice. What tips should you give? Check all that apply. Proofread to avoid typos and factual errors. Include relevant quotations. Open with an attention-getting lead. Save your best ideas for last.

Proofread to avoid typos and factual errors. Include relevant quotations. Open with an attention-getting lead. When writing a press release, open with an attention-getting lead or a summary of the important facts. Include answers to the five Ws and one H, but don't cram all of that information into one sentence. Appeal to the audience of the target media, present the most important information early, and include relevant quotations. Make the press release visually appealing by sticking to one or two double-spaced pages and selecting a readable format. Be sure to proofread to catch typos and factual errors. In the beginning of a press release, be sure to address the five Ws and the one H. This press release is missing the where and when information. The press release could also use more specificity. Instead of "with years of experience," the writer could name the number of years the new CFO has in the industry. Rather than writing, "In her time at Sunnyside, the footwear company grew," the writer could give specific numbers related to the company's growth. Such specifics are more compelling to readers. Finally, the writer should proofread the press release. It has a number of typos (footware instead of footwear, exiting instead of exciting, and it's instead of its) that undermine its credibility.

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

Rational Appeal Stressing how a product or service will help the reader make money is an example of a rational appeal, which is associated with reason and intellect.

Which choice is capitalized incorrectly? IBM computer Ray-Ban Sunglasses Ford van a Big Mac and a Coca-Cola

Ray-Ban Sunglasses

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

Social Proof Advertisers like to tell us that a product is a "best seller" to provide social proof that it must be good because others think so.

What strategies are effective for persuasive messages flowing upward? Check all that apply. State ideas confidently and fairly. Describe risks involved. Discuss only benefits. Avoid sounding pushy. State ideas timidly.

State ideas confidently and fairly. Describe risks involved. Avoid sounding pushy

Showing how your request can benefit the receiver directly or indirectly can strengthen your argument. When the receiver does not know you, establish your expertise, refer to your credentials, and demonstrate your competency. Circular reasoning and begging the question are not effective techniques for persuasion in most workplace settings because they do not provide new evidence or facts to support the argument.

TRUE

You need to motivate your receiver to act in the closing by providing a clear deadline and making confident and specific recommendations. Asking stimulating questions is a better technique for gaining attention in the opening of the message.

TRUE

Effective claim messages present a logical case with clear facts

TRUE A successful, persuasive claim message uses a moderate tone, develops a logical, persuasive argument, and makes a reasonable request. Do not express disappointment or make your request vague. State your claim clearly, and hit the highlights to provide the reader with enough information to accept your request.

Effective claim messages make a reasonable request

TRUE A successful, persuasive claim message uses a moderate tone, develops a logical, persuasive argument, and makes a reasonable request. Do not vent anger or provide an overly detailed account of the situation. State your claim clearly, and hit the highlights to provide the reader with enough information to accept your request.

Build interest in your sales message by developing your central selling points with rational, emotional, or dual appeals. Rational appeals are appropriate when a product is, for example, important to health . Emotional appeals are appropriate when a product is, for example,short-lived . Whether using rational or emotional appeals, remember to translate cold facts into warm feelings and reader benefits

TRUE Build interest in your sales message by developing your central selling points with rational, emotional, or dual appeals. Rational appeals are appropriate when a product is, for example, important to health. Emotional appeals are appropriate when a product is, for example, short-lived. Whether using rational or emotional appeals, remember to translate cold facts into warm feelings and reader benefits. Additionally, remember to use simple language when building interest in your sales message.

After completing a successful deal, you want to send a gift but the client's company has a no-gifts policy. You think, however, that it is acceptable for you to send a gourmet food basket or a subscription to a trade magazine for the entire office.

TRUE Etiquette authorities say that even though personal gifts may be prohibited within an organization, it is acceptable to show appreciation by sending a gourmet food basket or a subscription to a trade magazine for the entire office.

A successful persuasive message flowing downward requires warm words.

TRUE Persuasive messages require special attention to tone. Use warm words and a conversational tone to convey a caring attitude and establish trust. Complex and pushy words undermine trust and your relationship with your employees.

To build interest in your sales message, use simple language to describe your central selling points , which you can develop with rational or emotional appeals.

TRUE Rational appeals are associated with reason and intellect and are appropriate when a product is expensive, long-lasting, or important to health, security, and so forth. Emotional appeals are associated with status, ego, and sensual feelings and are appropriate when a product is nonessential. You can also combine the rational and emotional in a dual appeal. Regardless of the appeals you use, remember to translate cold facts into warm feelings and reader benefits.

The most important ingredient of a press release is news . Organizations might use a press release to announce a new product or to announce a seminar

TRUE The most important ingredient of a press release is news. Press releases should not be purely self-serving or promotional; they should communicate news that is relevant to an external audience. For example, organizations might use a press release to announce a new product or to announce a seminar.

When writing a sales message, you can build interest by developing your central selling points with rational or emotional appeals. Rational appeals are associated with intellect , and emotional appeals are associated with sensual feelings

TRUE When writing a sales message, you can build interest by developing your central selling points with rational or emotional appeals. Rational appeals are associated with intellect, and emotional appeals are associated with sensual feelings. Rational appeals are also associated with reason and are appropriate when a product is expensive, long-lasting, or important to health, security, and so forth. Emotional appeals are also associated with status and ego and are appropriate when a product is nonessential. You can combine the rational and emotional in a dual appeal. Regardless of the appeals you use, remember to use simple language and to translate cold facts into warm feelings and reader benefits.

Which of the following sentences is correct? The company is looking forward to the visit from Senator Hemet. The company is looking forward to the visit from Senator hemet. The company is looking forward to the visit from senator Hemet.

The company is looking forward to the visit from Senator Hemet.

Indicate the sentence choice that is correctly punctuated. These community members joined the board: J. E. Brown, president, Telex; Ann Shaw, CEO, Uniflow; and Sonja Chun, VP, Triton. These community members joined the board: J. E. Brown; president; Telex; Ann Shaw; CEO; Uniflow; and Sonja Chun; VP; Triton. These community members joined the board: J. E. Brown, president, Telex, Ann Shaw, CEO, Uniflow, and Sonja Chun, VP, Triton. These community members joined the board; J. E. Brown, president, Telex; Ann Shaw, CEO, Uniflow; and Sonja Chun, VP, Triton.

These community members joined the board: J. E. Brown, president, Telex; Ann Shaw, CEO, Uniflow; and Sonja Chun, VP, Triton.

In paragraph [3] of the message, which statement emphasizes receiver benefits? These products have been met with positive reviews from our test customers, and we believe they will increase our profit margin by another 25 percent. We intend to have them ready for production by June. We are currently designing three new product lines for 2014: picnic tables, lawn chairs, and benches.

These products have been met with positive reviews from our test customers, and we believe they will increase our profit margin by another 25 percent.

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

True

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

True

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

True

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

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

True

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

True

At a business networking function, you should wait until the end of a conversation to pass out your business card.

True Do not offer your business card immediately, and always pass each card out personally. Don't distribute cards as if they were flyers.

In interacting with superiors, you should support your boss's decisions even though you think you might have made a better decision.

True It is your responsibility to support your boss's decisions, even if you disagree with them. You can strive to make changes, but do so constructively and through the proper channels.

What is illegal to include in a sales letter? Check all that apply. Unauthorized use of a celebrity name Misleading statements Free sample trials Satisfied customer names

Unauthorized use of a celebrity name Misleading statements

A coworker is crafting a sales message and asks for your advice. What tips can you share for the opening? Check all that apply. Use a startling statement. Ask a question. Include a long personalized introduction. Include eye-catching typographical arrangements.

Use a startling statement. Ask a question. Include eye-catching typographical arrangements. Gain attention in the opening of your message by keeping your opening paragraph between one to five lines and by using attractive typographical arrangements. Be concise, honest, relevant, and stimulating. Hook the reader's attention by including offers, promises, questions, quotations, facts, product features, startling statements, personalized action settings, or a personalized statement using the receiver's name.

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.

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

Which of the following sentences is correct? We watched the CEO speak to the company on a widescreen panasonic Monitor. We watched the CEO speak to the company on a widescreen Panasonic monitor. We watched the CEO speak to the company on a widescreen Panasonic Monitor.

We watched the CEO speak to the company on a widescreen Panasonic monitor.

You need to write a sales message for your company's new line of gardening shears. Before composing your message, which questions should you ask yourself? Check all that apply. What are all the purposes for which the gardening shears can be used? How easy to use are the gardening shears? How does the design of the gardening shears compare to that of similar products on the market? What qualities of the gardening shears would be acceptable to exaggerate?

What are all the purposes for which the gardening shears can be used? How easy to use are the gardening shears? How does the design of the gardening shears compare to that of similar products on the market? Before composing a sales message, research the product extensively by studying its design, construction, materials, and so forth. Consider its ease of use, durability, efficiency, and applications; and understand its price, warranties, and any services related to it. Also, be sure to compare the product to competitors' products so you can identify which attributes are unique and could, therefore, be selling points. In addition to educating yourself about the product, determine the purpose of your message before you sit down to write it.

You need to write a sales message for your company's new line of exercise apparel. Before composing your message, which questions should you ask yourself? Check all that apply. What is the purpose of my message? How and where is the apparel manufactured? How can I use puffery to my advantage? How does the apparel's durability compare to that of competitors' products?

What is the purpose of my message? How and where is the apparel manufactured? How does the apparel's durability compare to that of competitors' products?

You need to write a sales message for your company's new line of mattresses. Before composing your message, which questions should you ask yourself? Check all that apply. What materials do the mattresses use? How does the price of the mattresses compare to that of similar products on the market? Which celebrity's name should I throw into the message? Will the company deliver the mattresses and for what price?

What materials do the mattresses use? How does the price of the mattresses compare to that of similar products on the market? Will the company deliver the mattresses and for what price? Before composing a sales message, research the product extensively by studying its design, construction, materials, and so forth. Consider its ease of use, durability, efficiency, and applications; and understand its price, warranties, and any services related to it. Also, be sure to compare the product to competitors' products so you can identify which attributes are unique and could, therefore, be selling points. In addition to educating yourself about the product, determine the purpose of your message before you sit down to write it.

When does persuasion become unethical? Check all that apply. When the final paragraph doesn't motivate action When points are exaggerated When facts are distorted When important information is omitted When the argument fails

When points are exaggerated When facts are distorted When important information is omitted Make sure your facts are accurate and truthful. To build effective, ethical, and persuasive arguments, avoid deception and manipulation. Do not fudge the facts, exaggerate the point, omit crucial information, or provide deceptive emphasis. Use truth, objectivity, and fairness. When the argument fails and the closing doesn't motivate action, the argument is ineffective but not necessarily unethical.

The nonprofit's letter reflects an understanding of the human tendency to be persuaded by reciprocation.

When someone does something nice for us, most of us feel compelled to return the favor. Organizations, like the nonprofit in the scenario, send gifts in the hope that the recipient will feel obligated to return the favor with a donation. People are also persuaded by commitment, social proof, liking, authority, and scarcity.

When writing a sales message in which price is an issue, what can you do to reduce resistance? Check all that apply. List only your product's pricing. Show the price in large units. When your price is lower, compare your price with that of a competitor. Mention the price after you create a desire for the product.

When your price is lower, compare your price with that of a competitor. Mention the price after you create a desire for the product.

How should you open an effective complaint message? Check all that apply. With a rational, objective, unemotional tone With a lengthy review of the situation With a compliment With a statement of disappointment

With a rational, objective, unemotional tone With a compliment Opening your letter with a compliment, a point of agreement, a statement of the problem, or a brief review of the actions you have taken in a rational, objective, and unemotional tone are effective persuasive techniques that will motivate change. Do not begin with a lengthy review of the situation or a statement of disappointment. These techniques will alienate your reader immediately.

In paragraph [4] of the message, which statement motivates action? We will have our sample products from the new lines in our showroom next week. I am eager to show you how beautiful they are. You are invited to be our special guest for a product launch party on May 22; I will phone you on Friday, May 16, to confirm that you will attend.

You are invited to be our special guest for a product launch party on May 22; I will phone you on Friday, May 16, to confirm that you will attend. Offering a specific invitation and providing a deadline and reason are effective strategies to motivate action in the closing of a persuasive request message. The other two options may build interest, but they do not recommend specific actions.

From the following selections, choose the correctly punctuated sentence. You called the boss, didn't you. You called the boss, didn't you? You called the boss? didn't you.

You called the boss, didn't you?

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

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

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

begin each step with an action verb using the imperative mood

Even in everyday business affairs, we strive to reach further and go beyond what is expected.

correct

We will open another branch in British Columbia next fall.

correct

When writing a persuasive message that may encounter resistance, use an indirect approach. In the opening of your message, use the attention strategy.

correct

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. All Readers of sales messages typically ask all of these questions to themselves (Why should I? What's in it for me? Who cares?).

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

demonstrate the writer's excellent vocabulary

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

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

how the message will affect the receiver

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

state the purpose of her message immediately Messages about procedures, equipment, or customer service should use the direct strategy, with the purpose immediately stated. These types of messages should also convey a positive, conversational language and avoid threats or punishments.

The most important ingredient of a press release is news . Organizations might use a press release to announce a joint venture OR TO highlight a recently received award

tRUE

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

the direct strategy ...However, if a past request has been refused or ignored or if you anticipate reluctance, then the indirect strategy is appropriate.

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

A statement regarding the need for charitable donations and the power of giving ...is an indirect benefit. All other answer choices represent direct benefits to the reader.

Effective claim messagesadopt a moderate tone

A successful, persuasive claim message uses a moderate tone, develops a logical, persuasive argument, and makes a reasonable request. Do not make accusations or appeal to the recipient's sense of shame. Rather, appeal to the recipient's sense of responsibility and pride in the company. State your claim clearly, and hit the highlights to provide the reader with enough information to accept your request.

How would you make a singular coworker possessive? Coworkers paycheck Coworker's paycheck Coworkers' paycheck

Coworker's paycheck

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

Desire AIDA combines the key elements of (a) gaining your audience's attention, (b) building interest by convincing your audience that your proposal is worthy, (c) eliciting desire for the offer and reducing resistance, and (d) prompting action.

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.

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

What should you remind the owner of before she sends out the e-mail sales message? The first rule of e-marketing is to use endearing language. The first rule of e-marketing is to hire an excellent graphic designer to maximize your appeal. The first rule of e-marketing is to communicate only with those who have given permission.

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

When receiving a business card, you should treat it as a gift. Take a moment to study the card and perhaps remark on its distinctive design.

True Business cards should be treated as gifts. After accepting a card, you should admire it and perhaps say something about it. Don't stuff it in your pocket or immediately write something on it.

Which choice does not represent preferred usage? Each box contains twelve 6-pack cartons of Coke. We paid for three 25-second commercials during the program. Our order requested thirty 100-watt light bulbs. You will need 50 twenty-three cent stamps for the mailing.

You will need 50 twenty-three cent stamps for the mailing. When two numbers appear consecutively and both modify a following noun, generally the first number should be expressed in words and the second in figures.

Which of the following is correct? five lady's dresses five ladies dresses' five ladies' dresses five ladies dress'es

five ladies' dresses

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.

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

Which of the following sentences is correct? A coworker recommended an article titled "How To Shatter The Glass Ceiling In The Business World." A coworker recommended an article titled "How to shatter the glass ceiling in the business world." A coworker recommended an article titled "How to Shatter the Glass Ceiling in the Business World."

A coworker recommended an article titled "How to Shatter the Glass Ceiling in the Business World."

What should the final paragraph of your sales message include? Check all that apply. A postscript A misleading statement A puffery claim A punch line

A postscript A punch line The final paragraph should include a punch line that tells your readers what you want them to do and why. Additionally, include a postscript. Postscripts make for irresistible reading, so include your strongest motivator in the postscript. Avoid unethical claims by eliminating any puffery or misleading statements.

What is an additional motivator you can add to your sales message? Check all that apply. A promise of further correspondence A promise or incentive An open deadline A gift

A promise or incentive A gift

In paragraph [2] of the message, which statement establishes credibility? Anderson Research Inc. found that Lemur has the best quality bamboo furniture at the lowest prices and uses the most eco-friendly production process. We are the Lemur Furniture Company. Save the Earth Investments invests in companies that believe in creating a more sustainable environment.

Anderson Research Inc. found that Lemur has the best quality bamboo furniture at the lowest prices and uses the most eco-friendly production process.

What should you do to better prepare yourself for your coworkers' resistance? Check all that apply. Address objections that may not have occurred to your audience. Anticipate receiver objections. Counter resistance with finesse. Present counterarguments in ways that emphasize benefits. Focus solely on counterarguments.

Anticipate receiver objections. Counter resistance with finesse. Present counterarguments in ways that emphasize benefits.

Before you proceed with the report, please check those surprising statistics.

Correct

Consumers find that sending a 140-character tweet is easier than writing a complaint letter.

Correct

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.

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

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

False

A possessive construction using an apostrophe (') can show only one relationship: ownership. True False

False

All references to academic degrees and subject areas should be capitalized, such as Master's Degree and History Major. True False

False

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

False

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

False

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

Money A request that emphasizes how the proposal saves money is more persuasive than one that simply announces a good deal or tells how a plan works.

Select the sentence that is completely correct. My boss and me felt good about our hiring plan because it was progressing smooth. My manager and myself felt good about our hiring plan because it was progressing smoothly. My boss and I felt good about our hiring plan because it was progressing smoothly.

My boss and I felt good about our hiring plan because it was progressing smoothly.

If you are pleased with our product, please consider visiting our website. Too pushy Too apologetic Too timid

Too timid In your final paragraph, you want to inspire the receiver to act. Make recommendations as specifically and confidently as possible. Avoid general, timid, or pushy closings. A better closing sentence would read, "You will be pleased with the performance of your new TM500 handmower. To learn more about how our products can make your life easier, visit our website, TMowers.com." This revision is specific and inspires the receiver to act.

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

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

True

If you have caller ID and you recognize an incoming call, you should consider carefully before picking up the phone and greeting the caller with his first name.

True Unless you have a close relationship with the caller, do not pick up a ringing phone and immediately identify the caller by using that person's first name. It startles the caller and might suggest that you are sneaky by screening incoming calls.

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

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. Fals

True

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

True Writers of persuasive messages should anticipate opposition from conflicting beliefs, values, and attitudes and be prepared to counter with well-reasoned arguments and facts.

Fewer than one half of the stockholders submitted their ballots before the June 15 deadline.

Correct

Incidentally, passive-voice verbs can help you make a statement less personal when necessary.

Correct

It's usually better to de-emphasize bad news than to spotlight it.

Correct

Kahee plans to take courses in management, economics, and history in the spring.

Correct

In responding to the irate customer, Carmen made a conscious effort to show patience and present credible facts.

Correct

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

Buffer, reasons, bad news, pleasant close

I can make only two of the meetings (January 16 and February 24) because I will be in Boston.

Correct Use parentheses to set off nonessential sentence elements, such as explanations, directions, questions, or references.

How would you make the following phrase possessive if there were more than one customer? Customers response Customer's response Customers' response

Customers' response

Which of the following sentences is correct? I transferred the client's money into a swiss Bank account. I transferred the client's money into a swiss bank account. I transferred the client's money into a Swiss bank account.

I transferred the client's money into a Swiss bank account.

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.

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

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

True

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 The most important information in a news release should be concentrated at the beginning of the release because the last part may be chopped off or ignored.

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

evaluating

Which choice is capitalized incorrectly? our Credit Department and their Personnel Department Accounting 118 and English literature Labor Day and Halloween Spanish and French newspapers

our Credit Department and their Personnel Department

When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ____________. a. proofreading your message at least three times 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

providing no personal feelings or opinions in your message

To build interest and conviction in your message, you can use facts and statistics

true To build interest in your persuasive request, you can use facts and statistics, expert opinions, direct benefits, indirect benefits, examples, or specific details. Do not use coercion or your rank to build interest in your request. In certain circumstances, these tactics may result in compliance, but they will not likely persuade your audience to accept your request.

All American Airlines passengers must exit the plane at Gate 2B in Terminal 4 when they reach Seattle-Tacoma International Airport.

Correct

Our sales manager and director of operations thought that the company should purchase a new Nordictrack treadmill for the fitness room.

Correct

Please consult Figure 2.3 in Chapter 2 to obtain U.S. Census Bureau population figures for the Northeast.

Correct

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.

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

From the following selections, choose the correctly punctuated sentence. Kentucky, Georgia, and Tennessee these were states in which we earned the most money. Kentucky, Georgia, and Tennessee; these were in which we earned the most money. Kentucky, Georgia, and Tennessee—these were states in which we earned the most money.

Kentucky, Georgia, and Tennessee—these were states in which we earned the most money.

Select the sentence that is completely correct. Last Spring, my political science class visited Peachtree Plaza in Downtown Atlanta. Last spring my Political Science class visited peachtree plaza in downtown Atlanta. Last spring my political science class visited Peachtree Plaza in downtown Atlanta.

Last spring my political science class visited Peachtree Plaza in downtown Atlanta.

Which of the following sentences is correct? The international team will be on Flight 12 and arrive at Gate 74. The international team will be on Flight 12 and arrive at gate 74. The international team will be on flight 12 and arrive at Gate 74.

The international team will be on Flight 12 and arrive at Gate 74.

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

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

Select the sentence that is completely correct. When Mr. O'neil became President in December the Sales Manager abruptly quit. When Mr. O'neil became president in december, the sales manager abruptly quit. When Mr. O'Neil became president in December, the sales manager abruptly quit.

When Mr. O'Neil became president in December, the sales manager abruptly quit.

Business titles such as President, Manager, and Director are always capitalized. True False

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

False Be careful when using any electronic communication channel. Just like e-mail messages, your instant messages and texts are subject to disclosure and can become evidence in a lawsuit.

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

False Blogrolling means that you provide links to other sites or blogs on the Web that you find valuable and that are related to your business or industry.

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.

Please send a contractor to repaint our office conference room.

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

True

Capitalize all principal words in literary titles, such as in "Computer Business Is Ripe for Consolidation." True False

True

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

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

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

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

subject line

Which choice is capitalized incorrectly? the Skyway Bridge the Bank building Veterans' Memorial Park the Union State Bank

the Bank building

Which of the following is incorrect? the audience's applause two M.D.s' diagnoses the children's games the Jameses home

the Jameses home

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

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

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.

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

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.

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.

FYI: PhotoShop Training, May 15

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

False Correct. When answering an e-mail, you should try to down-edit, which involves inserting your responses to parts of the incoming message. Your responses can be identified with your initials or in a different color or font. Although this skill takes practice, the down-edited reply reduces confusion and saves writing and reading time.

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

False In expressing thanks, recognition, or sympathy, you should always do so promptly. These messages are easier to write when the situation is fresh in your mind.

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

False In the closing paragraph of a routine request message, readers look for action information: schedules, deadlines, or activities to be completed.

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

False When you say yes to a customer claim, deliver your good news first by using the direct strategy.

Which of the following sentences is correct? Jeff's and Bills routines should do well in the gymnastic competition. Jeff's and Bill's routines should do well in the gymnastic competition. Jeff and Bill's routines should do well in the gymnastic competition. Jeff's and Bill's routine's should do well in the gymnastic competition.

Jeff's and Bill's routines should do well in the gymnastic competition.

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.

Identify your audience and tailor your message to your audience.

Which of the following sentences is correct? My mother worked for one Company all her life. My Mother worked for one company all her life. My mother worked for one company all her life.

My mother worked for one company all her life.

Why is parallel language important to use in instruction messages? Check all that apply. Parallel language creates a courteous tone. Parallel language gives the impression of professionalism and efficiency. Parallel language improves reader comprehension.

Parallel language creates a courteous tone. Parallel language improves reader comprehension. Parallelism, or parallel language, is the use of a similar grammatical construction in corresponding pieces of text. Use parallelism in instruction messages to improve reader comprehension and provide a level of professionalism and efficiency. A courteous tone is important in business messages, but parallel language does not affect tone.

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

Policies and procedures

Which sentence is capitalized incorrectly? He moved to southern Oregon. Proceed West on Highway I-5. She lives in the Southwest. We are traveling to the East Coast.

Proceed West on Highway I-5.

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.

Respond in a friendly, upbeat, yet professional tone.

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.

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

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.

Use good grammar and proper spelling.

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.

They potentially reach a far-flung, vast audience.

Which of the following introductions to an instruction message use an appropriate tone? Check all that apply. You deserve the opportunity to choose benefits that best fit your personal needs. To select benefits, follow the instructions below. To update your HR benefits account and select the best benefits options for your family, please refer to the following open enrollment instructions. Failure to follow the directions for benefits open enrollment will result in a termination of all HR benefits for the upcoming fiscal year.

To update your HR benefits account and select the best benefits options for your family, please refer to the following open enrollment instructions. Failure to follow the directions for benefits open enrollment will result in a termination of all HR benefits for the upcoming fiscal year. "To update your HR benefits account and select the best benefits options for your family, please refer to the following open enrollment instructions" and "You deserve the opportunity to choose benefits that best fit your personal needs. To select benefits, follow the instructions below" both establish an appropriate tone and provide reader benefits connected to following the directions. "Failure to follow the directions for benefits open enrollment will result in a termination of all HR benefits for the upcoming fiscal year" assumes a threatening tone that is not appropriate for instruction messages.

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

True

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

True

Semicolons and colons are always placed outside quotation marks. True False

True

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

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

True

Which sentence is correct in all its punctuation? Employees were taught a three-step courtesy program greet the customer, assist the customer, thank the customer. Three popular colors: burgundy, taupe, and midnight blue, account for most of our sales. We make a living by what we get; we make a life by what we give. New car sales are low in August consequently; dealers advertise and discount heavily.

We make a living by what we get; we make a life by what we give.

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

attracting the wrath of a huge Internet audience

Which of the following is incorrect? one secretaries' minutes the manager's signature Chief Red Cloud's monument the monkey's tail

one secretaries' minutes

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

over 90 percent