BUAD Quiz 3

Which technique is most important to implement when writing an e-mail sales message?

Write a catchy and targeted subject line.

Written responses to disappointed customers should aim to do all of the following except ________.

demonstrate the writer's excellent vocabulary

AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, ________, and action of the audience .

desire

When you are writing to complain about something and you believe that your request is justified and will be granted, you should use __________.

direct strategy

Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.

evaluating

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 .

false

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

false

Bad news messages should always be organized indirectly.

false

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

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.

false

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

false

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

false

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

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.

false

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

false

The major differences between the direct and indirect strategies are whether you start with a buffer and ________.

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 ____________.

how the message will affect the receiver

Goodwill messages should __________.

include specific incidents or characteristics of the receiver

Using the indirect strategy enables the writer to __________.

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 .

letter

Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ____________.

matter was treated seriously and fairly

When selling an idea to management, writers often are successful if they make a strong case for saving __________.

money

________ establish rules of conduct to be followed within an organization .

policies and procedures

When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ____________.

providing no personal feelings or opinions in your message

Stressing how a product or service will help the reader make money is an example of a(n) __________.

rational appeal

What is the best advice to follow when responding to customers online?

respond in a friendly manner, upbeat, yet professional tone.

One of the most important goals in a letter that refuses credit is to __________.

retain customers on a cash basis

Writing for social media ________.

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

In identifying a "best-selling" item, advertisers are hoping to appeal to which psychological trigger ?

social proof

Melinda must write a message to her employees to convey the new procedure for handling customer complaints. Melinda should __________.

state the purpose of her message immediately

Natalia is writing the opening for a business message that makes a routine request. She believes her request will be received positively; therefore, she should begin with __________.

the main idea

Delivering bad news gradually is sometimes an effective approach.

true

Generally, the direct strategy is best for requesting straightforward adjustments.

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.

true

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

true

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

true

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 statement regarding the need for charitable donations and the power of giving

What is the best advice to follow when dealing with disappointed customers in print or online?

Address the problems immediately and personally.

Which message would be most effective when organized indirectly?

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

What is the best advice for expressing price in a sales letter if price may be an obstacle?

Compare your prices with those of a competitor.

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

False

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

False

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

False

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

False

Choose the best opening for a response to a routine request e-mail .

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

What is the best advice to follow when writing an online review or complaint?

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

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

True

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 ______.

begin each step with an action verb using the imperative mood

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 ________.

clarity

Which of the following is not a component of persuasion?

coercion

A press release should ________.

present the news early in the message

Communication is unethical when the sender has the intent to deceive.

true

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

true

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

true

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

true

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?

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

What is the correct order of ideas when using the indirect strategy to reveal bad news?

Buffer, reasons, bad news, pleasant close

Select the best subject line for a memo delivering bad news to employees.

Change in Parking Benefit

Dillon wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message ?

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

________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages .

Empathy

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

False

Which of the following sentences delivers bad news using the passive voice?

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

Which of the following best prompts action in a persuasive message?

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

When delivering bad news face to face within an organization, what is the best advice to follow?

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

Which of the following is the best opening for a routine claim letter?

Please send a contractor to repaint our office conference room.

Choose the best closing for a routine request message that asks the receiver to complete a survey.

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

Which of the following is not a goal in writing adjustment letters?

To encourage future correspondence with the customer

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

True

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

True

Claim letters are taken more seriously than telephone calls or e-mails.

True

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

True

Most messages in the workplace are positive or neutral.

True

Which of the following is the best statement to include in a goodwill message?

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

Select the best closing sentence of a bad-news letter.

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