Exam 2
Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following represents the most direct opening?
A new procedure for submitting work hours will go into effect on April 1.
Which of the following is the most effective emotional appeal?
Surround yourself in the uncompromising safety and luxury of a Lincoln because you've earned it.
Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?
Thanks for your kind words regarding my promotion.
Which of the following is the most appropriate opening for an adjustment letter granting a claim?
The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.
Which of the following illustrates a testimonial?
After completing your training, I received job offers from three interviews in one week!
Which of the following best presents the bad news in a message refusing a customer's claim?
Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI Industries, usually donates. Which of the following most effectively implies the refusal?
Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
Which statement best demonstrates the use of positive wording?
Although the warranty will not be extended, we are happy to replace your item with a similar product at no charge.
Which of the following sentences presents the reason for denying a customer's request for credit most effectively?
Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.
Which of the following is the most important part of a negative message?
An explanation of the reasons for the bad news
Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?
Analyze the bad news to see how it will affect his reader.
Mikhail's claim has been denied once. Now, he is writing a second persuasive claim message to his digital media services company asking for a promised rebate package. Because he expects resistance, what should he do?
Appeal to the receiver's sense of responsibility and pride in the company's good name.
Arika is following the three-part plan to write a direct claim letter about a problem with her digital communication service bundle. What should she put in her opening?
Arika is following the three-part plan to write a direct claim letter about a problem with her digital communication service bundle. What should she put in her opening?
Which of the following situations would most likely require persuasion within an organization?
Asking employees to accept a pay cut to avoid layoffs or plant closings
What is the current advice on the use of a greeting on business e-mail?
Begin with a greeting to provide a visual cue and to show friendliness.
You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?
Beginning last month, our restaurant was closed on Sundays.
Which of these patterns is typical for bad-news messages presented in the indirect strategy?
Buffer, reasons, bad news, and closing
Which of the following situations is most appropriate for sending an e-mail message?
Chris must send the monthly sales data to his department.
Which of the following statements best describes use of social networks by businesses today?
Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity.
Choose the best closing for a message requesting the receiver's support for a proposed change in a benefits plan.
Contacting me by December 1 about your support of this new benefits plan will allow me to present this proposal at the next strategic planning session.
Which of these is the best recommendation for business communication using e-mail?
Edit you text for readability and proofread for typos or unwanted auto-corrections.
You want to propose a workplace change to your employer. Which of these is the best advice for you?
Focus on how much money the proposed change will save the company.
Graciella is making a persuasive complaint at work. Which of these sentences will be most effective in achieving her goal?
For the past two weeks, fax machine No. 223- 51 has been unavailable to complete essential business for 25 of our employees due to incomplete service. Please ensure our equipment is repaired by Friday.
Porter Grace, R.N., is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?
HAFTA members must be looking forward to your annual fall conference to be held in Phoenix this year.
Which of the following most effectively reduces resistance and builds desire?
If you are worried about booking a tour with us, please know that our European walking tours were rated the safest and best planned in the industry.
Which of the following is the best tip for replying to e-mail messages?
If you can't reply immediately, acknowledge receipt of the message and tell the sender when you'll be able to reply.
You are writing a memo to employees announcing the loss of free parking. Which of the following would be the best closing sentence in this bad-news memo to employees?
If you would like to sign up for our ride-sharing program to save on parking expenses, please see the receptionist.
Which of the following is the most effective closing for a sales message?
If your sales don't increase at least 10 percent after your salespeople complete our "Closing the Deal" training, you get a full refund. Use our toll-free number to call me by August 1 and begin training on September 1.
Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?
In a bulleted or numbered list in the body of her message
You must write a sales message to prospective customers. What should you do in the opening of your sales message?
Offer something valuable, promise a benefit to the reader, or use some other technique to gain your reader's attention
Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?
Please Attend Staff Meeting August 15
Which of the following is an effective opening for a routine information request message?
Please answer the following questions about your Web hosting services.
Which of the following openings is most appropriate for a claim message?
Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.
Which of the following would be the most effective closing statement in a routine action request message?
Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15.
Which of the following is the most appropriate closing for an e-mail message or memo?
Please submit your report by August 1 so that the information can be presented at the seminar
Which of the following is the most appropriate closing for an e-mail message or memo?
Please submit your report by August 1 so that the information can be presented at the seminar.
Yer's company has decided to let employees use instant messaging (IM) as an internal communication tool, and she wants to make sure that she's using it professionally. What should she do?
Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.
Which of the following is the best advice for writing the body of an e-mail message?
Use numbered or bulleted lists when appropriate.
Maya has decided to apologize briefly in the buffer of her bad-news letter to a client. Which of the following is the best apology?
We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?
We wish you all the best in your job search.
Which of the following is the most effective opening sentence for a response message?
Yes, we can put together a corporate travel package that will meet your needs and fit your budget.
You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?
You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?
Select the most effective opening for a persuasive letter that invites a state representative to speak at your organization's Flag Day celebration.
Your patriotism and leadership in the House of Representatives have improved the quality of life across our state.
Techniques to elicit audience desire and overcome reader resistance in a marketing message include all of the following except
application forms.
In responding positively, you will want to
apply the same direct pattern used in making requests.
The closing of an adjustment letter should
express confidence in future business relations.
On behalf of your civic organization, you are inviting a motivational speaker to your semiannual meeting. In your request you guarantee the speaker an enthusiastic audience and a positive impact on the community, both of which emphasize
indirect benefits to the reader.
The closing of a persuasive request should
motivate action.
In the closing of a claim letter, you should
promote goodwill and summarize your request.