BCOM test 3 questions

Which of the following is the best way to introduce the problem in a claim message? a. "Overall, the event was not the impressive "thank-you" to my hard-working employees I had in mind when we drew up the contract." b. "I absolutely refuse to pay this amount for the poor job you did of hosting this event." c. "I had heard good things about your center but now regret that I chose it for this important company event." d. "I regret we had our television serviced at your service station, it was highly unsatisfactory." e. "I am disappointed by the service rendered by your store."

a. "Overall, the event was not the impressive "thank-you" to my hard-working employees I had in mind when we drew up the contract."

In which of the following cases will the indirect order of organizing information be most effective? a. A letter to a customer apologizing for the delay in delivering a shipment b. A letter to a government official requesting the renewal of one's work permit c. An email containing the weekly newsletter which details the activities of the organization d. An automated email response to emails sent to a company's email ID e. An email sent to a supplier asking for raw materials

a. A letter to a customer apologizing for the delay in delivering a shipment

Which of the following words is most likely to compromise the chance of a speedy claim adjustment? a. Complaint b. Adjustment c. Solution d. Replacement e. Order

a. Complaint

Which of the following is true when writing indirect claims? a. One must keep one's tone as objective as one can while making sure the problem is understood. b. One must present the facts without worrying about whether one is sounding unreasonable. c. One must make one's point clear even if it sounds like one is blaming the reader. d. One must express one's displeasure about the bad service frankly. e. One must focus more on one's feelings while talking about facts.

a. One must keep one's tone as objective as one can while making sure the problem is understood.

Which of the following is true of acknowledgements? a. They are mostly routine. b. They restrict the use of informal language. c. Their primary function is to help build goodwill. d. They are sent in rare cases and hence the direct order is not appropriate e. They can do away with the you-viewpoint.

a. They are mostly routine.

What is the advantage of providing background information and orienting statements in a routine inquiry? a. They help soften the tone if the opening question sounds demanding. b. They help startle a reader into answering the question immediately. c. They allow the use of the we-viewpoint. d. They allow the use of fragmented phrases. e. They help introduce a reader to the crux of the message immediately.

a. They help soften the tone if the opening question sounds demanding.

One of the differences between print and Web text is that: a. Web text is nonlinear. b. Web text tends to be more accurate. c. print text is reader-centered. d. Web texts do not use bulleted lists. e. print text can produce comprehensive data more concisely.

a. Web text is nonlinear.

Which of the following guidelines should be followed when granting an adjustment? a. You should explain the situation to the customer in the case of rare and unavoidable events. b. You should make the customer's complaint the focus of your message. c. You should apologize at the beginning and the end of an adjustment grant message. d. You should use negative words to describe what went wrong since positive words are misleading. e. You should avoid using reader-centered language.

a. You should explain the situation to the customer in the case of rare and unavoidable events.

Strong sales messages are characterized by: a. an emphasis on the you-viewpoint. b. a vague subject line open to multiple interpretations. c. a heavy use of sensational words. d. the absence of visual elements. e. deviation from the reader's point of view to that of the writer.

a. an emphasis on the you-viewpoint.

Information such as a person's age, gender, income and geographic location are called _____. a. demographic information b. geographic information c. psychographic information d. physiographic information e. angiographic information

a. demographic information

The increased use of text messages, which prioritizes brevity, has resulted in: a. the use of many abbreviations and typed symbols for emotions. b. the increased use of memos. c. an increase in the formality of all business messages. d. the rapid decline in the use of email for business communication. e. mobile phone providers limiting the number of characters per message.

a. the use of many abbreviations and typed symbols for emotions.

Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should: a. use positive language. b. emphasize on the bad news. c. avoid focusing on the reader. d. focus on what could not be done and apologize. e. use the we-viewpoint.

a. use positive language.

Sam, a human resources manager, is writing a letter refusing a request for promotion. Which of the following would be the best way to write the message? a. "Your request for a promotion has been turned down." b. "We can offer you the promotion as soon as a position is open." c. "We cannot give you a promotion this month." d. "I deeply regret to inform you that your promotion has been denied." e, "I am sorry to say that we cannot offer you a promotion at this time period."

b. "We can offer you the promotion as soon as a position is open."

In which of the following cases will the direct order of organizing information in a message be most effective? a. An email to a pharmaceutical company informing about the cancellation of their license. b. An email containing the weekly newsletter which details the activities of the organization. c. A letter to a customer apologizing for the delay in delivering a shipment. d. A memo to an employee informing about the termination of her service. e. A letter to the parents of a student regarding his detention.

b. An email containing the weekly newsletter which details the activities of the organization.

Which of the following is true about emotional appeals? a. Emotional appeals are best suited for selling rational products. b. Emotional appeals are those based on our senses. c. Aristotle had categorized emotional appeals as logos. d. Emotional appeals are mainly based on logic. e. It is best to avoid the use of emotional appeal when advertising products that do not perform any discernable rational function.

b. Emotional appeals are those based on our senses.

Karen was promised a year's warranty when she bought a new cell phone. However, it quit working after three months. Which of the following is the first step she should take when writing an indirect claim message to the cell phone company? a. Express disinterest in a continued relationship. b. Identify the situation (invoice number, product information, etc.) and lead into the problem. c. Seek corrective action. d. Show a tone of firmness with evident displeasure. e. Present enough of the facts to permit a decision.

b. Identify the situation (invoice number, product information, etc.) and lead into the problem.

Which of the following adjustment-grant messages presents its contents in the most positive way? a. Inspection of the machine has taken up a lot of our time. b. Since your satisfaction with our product is important to us, we thoroughly checked the machine. c. A review of the facts surely supports our contention that the machine was not at fault. d. We carefully inspected the machine as demanded by you. e. We sincerely regret the inconvenience caused to you and want to explain what happened.

b. Since your satisfaction with our product is important to us, we thoroughly checked the machine.

Which of the following should be done when answering many questions in a favorable response message? a. Answer one question in one message. b. Tell the reader that you are complying with his/her request. c. Answer the most important question in the first message and reserve other questions for later messages. d. Begin with a general statement and answer all the questions in a single paragraph. e. Request the sender to limit the number of questions.

b. Tell the reader that you are complying with his/her request.

When refusing requests, which of the following is true of setting up the explanation in the opening? a. The writer should deliver the message directly without any explanations. b. The writer should begin the message with a buffer that sets up the discussion. c. The writer should not try to cushion the bad news. d. The writer should convey the message in a frank and blunt manner. e. The writer should not try to offer an alternative solution at any cost.

b. The writer should begin the message with a buffer that sets up the discussion.

Which of the following sentences best meets the requirements for good sales writing? a. No other store in the city can beat our wide range of candies. b. You can try our wide range of candies. c. We make litchi flavored candies. d. Our candies are the best in town. e. We are the best in the candy business.

b. You can try our wide range of candies.

Aggressive, commanding phrases are used to urge immediate action because: a. they emphasize the we-viewpoint. b. a persuaded reader may otherwise tend to put off a purchase. c. it helps a reader by directing them to a purchase form. d. all readers prefer the commanding tone of such words. e. readers are otherwise more likely to unsubscribe the sales messages.

b. a persuaded reader may otherwise tend to put off a purchase.

Mary has to write a proposal in response to an RFP put out by an organization. Mary is aware that her proposal is going to face stiff competition and will surely lose out unless she gets to the point at the earliest. In this case, it is best to use the _____. a. we-viewpoint b. direct order c. roundabout order d. cluttered phrase e. mixed construction

b. direct order

The indirect method of organizing data is used for persuasive messages to set up the explanation for the negative news and the function of the opening statement is to lead to the central strategy. However, the openings of persuasive messages also have the important function of: a. gathering information about the reader. b. gaining the attention of the reader. c. summarizing the contents of the entire message. d. getting straight to the point of the message. e. making the request clear and positive.

b. gaining the attention of the reader.

When your response includes some bad news along with some good news, you should: a. use the we-viewpoint when delivering the bad news. b. give less space to the bad news. c. place the bad news in primary positions. d. omit the bad news and concentrate on the good news. e. begin with the bad news.

b. give less space to the bad news.

The product most likely to be sold to consumers through rational appeals would be: a. candies. b. washing machines. c. diamond rings. d. teen fashion accessories. e. exotic cuisine.

b. washing machines.

Which of the following guidelines should be followed when writing a thank-you message? a. The writer should not omit the salutation irrespective of the relationship with the reader. b. The tone should be formal and business-like. c. The message should be brief and direct. d. The writer should use the first name if the relationship with the reader is a formal one. e. The writer should use the we-viewpoint to write the message.

c. The message should be brief and direct.

Which of the following is true when writing the body of a claim message? a. The problem should be explained in a tone that expresses disinterest in a continued relationship. b. The problem should be explained in a blunt and frank manner, even if it sounds unreasonable. c. The problem should be explained completely, giving enough information to permit the reader to judge the matter. d. The problem should be explained keeping the focus on one's feelings than mere facts. e. The problem should be explained in a tone of firmness with anger.

c. The problem should be explained completely, giving enough information to permit the reader to judge the matter.

Which of the following is true about memos? a. Memos are currently the most widely used form of internal communication. b. They are more formal than letters. c. They are mostly used for communicating within an organization. d. Memos are currently more popular than emails. e. They have the same form as other communication forms.

c. They are mostly used for communicating within an organization.

When following a specific plan for writing adjustment refusals, which of the following is the first step? a. To not put a date reference early in the message b. To include a warning to the reader not to make requests for mishaps due to negligence c. To use words that are on subject, are neutral about the decision, and set up one's strategy d. To present the strategy that explains or justifies, being factual and positive e. To refuse clearly and bluntly, never including a counterproposal

c. To use words that are on subject, are neutral about the decision, and set up one's strategy

Which of the following should be avoided to create a readable format for your business messages? a. Using a subject title for the message b. Using bullets to highlight points c. Using unbroken blocks of text d. Using a standard font size e. Using structured paragraphs

c. Using unbroken blocks of text

The product most likely to be sold to consumers through rational appeals would be: a. exotic flowers. b. teen fashion accessories. c. automobile tires. d. diamond rings. e. candies.

c. automobile tires.

The persuasive appeals identified by Aristotle that are based on the character of the speaker are referred to as: a. logos. b. catharsis. c. ethos. d. hamartia e. pathos.

c. ethos.

Once the goal of writing goal is established and the audience analysis is done, the immediate next step is to: a. organize important information. b. create a final draft. c. gather relevant information. d. edit the message. e. proofread the message.

c. gather relevant information.

Unwanted mails that are usually discarded even before they are read are called _____. a. ad-hoc mails b. scam mails c. junk mails d. illegal mails e. permission-based mails

c. junk mails

If the reaction of the target audience is likely to be _____, your best approach is a direct one. a. aggresive b. biased c. neutral d. negative e. unwelcome

c. neutral

Which of the following on a sales envelope, has the greatest chance of being discarded before being read? a. A picture indicative of the attached message b. An official-appearing envelope c. A sales message reflecting the you-attitude d. A message with solid caps and exclamations e. A brief sales message

d. A message with solid caps and exclamations

Which of the following sentences will be most effective in attracting attention in a routine inquiry? a. Your banquet facilities appear to be just what we need. b. There is some information that I need from you. c. I am the human resources director of Dave Consulting and am wondering if you could send... d. Could you please send the following information regarding... e. It is important that I know how many...

d. Could you please send the following information regarding...

Which of the following statements is true about informal writing? a. It uses colloquialisms less selectively as compared to casual writing. b. It entirely avoids personal pronouns. c. It is not used in text messages. d. It shares some of the qualities of casual writing. e. It does not use contractions.

d. It shares some of the qualities of casual writing.

A newly established organization wants to establish business relationships with a raw material supplier. This new company however does not have computers or access to the Internet. _____ will be the most effective mode of communication in this case. a. Social media sites b. Podcasts c. Blogs d. Letters e. Emails

d. Letters

Which of the following is a secondary goal of the writer when refusing requests? a. Delivering the message directly without much explanation b. Ensuring that an alternative solution is not offered c. Conveying the message in a blunt and frank manner d. Maintaining goodwill e. Trying not to buffer the bad news

d. Maintaining goodwill

Which of the following is true about social media? a. Messages on social networking sites are not restricted to a fixed number of characters. b. The messages on social networking sites are not public. c. Social media is used solely for personal purposes and not for business purposes. d. Social media sites lack privacy. e. Messages exchanged in social networking sites need to focus more on the writer rather than the reader .

d. Social media sites lack privacy.

Which of the following guidelines should be followed when writing good-news and neutral messages? a. The message must be written in the we-viewpoint. b. If the message contains many questions, all of them should be grouped together in a single paragraph. c. The message should use the indirect approach of organizing the content. d. The message must end with an appropriate friendly comment as in a face-to-face conversation. e. If the message contains many questions, all of them should be grouped together at the beginning of the message.

d. The message must end with an appropriate friendly comment as in a face-to-face conversation.

Which of the following is an example of presenting bad news in a positive manner? a. The writer has conveyed the message in a frank and blunt manner. b. The writer has delivered the bad news-message directly without any explanations. c. The writer has not tried to cushion the bad news. d. The writer has developed his reasoning convincingly to make the bad news appear as a logical outcome. e. The writer has not tried to offer an alternative solution.

d. The writer has developed his reasoning convincingly to make the bad news appear as a logical outcome.

What is the reason that sales messages sent by email often create hostility among intended customers? a. They use the you-attitude. b. They mostly use the active voice. c. They adapt the message according to the audience. d. They are mostly unsolicited emails. e. They typically use the direct method of organizing data.

d. They are mostly unsolicited emails.

The likelihood of negative news to be received more positively is highest when: a. the writer does not use a buffer in the message. b. it is put in a frank and blunt manner. c. the writer does not cushion the bad news. d. an explanation precedes it. e. the writer avoids presenting reasons to the reader.

d. an explanation precedes it.

Consider the following email: Hey Lisa! Welcome back! You MUST tell me about your holiday over lunch today. BTW, a couple of us are meeting up this weekend at Mark's place, care to join us? Cya soon! :) Jessica This email uses _____ language. a. textual b. formal c. conversational d. casual e. official

d. casual

The product most likely to be sold to consumers through emotional appeal would be: a. medicine for nasal blockage. b. gasoline sold at a lower price. c. dishwashers for domestic use. d. diamond necklaces. e. garden tools sold at cut-rate prices.

d. diamond necklaces.

The indirect order plan of organizing information in a message is best suited for delivering _____. a. repetitive messages b. routine messages c. neutral messages d. negative messages e. good-news

d. negative messages

When writing indirect claim messages, whatever final words one chooses, they should clearly show that: a. the request indicates evident displeasure. b. the request expresses anger. c. one is disappointed by the actions taken by the service provider. d. the request is firm yet cordial and fair. e. the request is indicative of disinterest in a continued relationship.

d. the request is firm yet cordial and fair.

The process of writing is a recursive process. This implies that: a. the stages in the process of writing follow a strict chronological sequence. b. the stages involved in the process of writing are separate from one another. c. the stages in the writing process do not need editing beyond the first time. d. the stages in the process of writing are interrelated. e. the revision stage of the writing process is redundant.

d. the stages in the process of writing are interrelated.

Which of the following best illustrates a favorable response message? a. We have received your July 1 message. b. This is in reply to your July 1 message. c. Your July 1 message has been received. d. We received your July 1 message today. e. As you requested in your July 1 message, following is a summary of our experience with Safeco.

e. As you requested in your July 1 message, following is a summary of our experience with Safeco.

Which of the following is a way of effectively structuring questions? a. Use yes/no questions since they evoke concise responses. b. Place all questions in a single sentence. c. Avoid the use of bullets. d. Avoid ordering or ranking the questions. e. Place questions in different paragraphs.

e. Place questions in different paragraphs.

Which of the following is true of writing negative announcements that maintain goodwill? a. One should not start with complimentary or cordial talk focusing on the good relationship that one has with the readers. b. One should not begin with the explanation that justifies the negative announcement. c. One should not use positive words and use negative comments when presenting the negative news itself. d. When planning a direct announcement, one will need to think about what kind of buffer opening to use. e. The indirect route is especially recommended when it is reasonable to expect that the readers would be disappointed by a direct presentation.

e. The indirect route is especially recommended when it is reasonable to expect that the readers would be disappointed by a direct presentation.

If a routine inquiry involves only one question, it is best to: a. use the we-viewpoint instead of the you-viewpoint. b. embed the question in the body of the message. c. delay the question until the closing of the message. d. employ a writer-centered approach. e. ask the question immediately and then move to a goodwill ending.

e. ask the question immediately and then move to a goodwill ending.

The use of a buffer in a negative message indicates: a. unwillingness to offer an alternative solution. b. that the writer is not trying to cushion the bad news. c. the writer's frank and blunt manner. d. a direct delivery of the message without explanations. e. consideration for the feelings of the reader.

e. consideration for the feelings of the reader.

The difference between extrinsic benefits and intrinsic benefits is that: a. intrinsic benefits are the added benefits. b. extrinsic benefits are relatively long-lived. c. intrinsic benefits are relatively short-lived. d. extrinsic benefits are emphasized in persuasive messages. e. intrinsic benefits are those that a reader gets automatically by complying with a request.

e. intrinsic benefits are those that a reader gets automatically by complying with a request.

When using the direct order plan to organize your information in a message, you will most likely: a. prepare your readers to receive a bad-news. b. put those information at last which are considered routine by the readers. c. put those information at last which are considered positive by the readers. d. refrain from delivering good-news. e. put those information first which are considered neutral by the readers.

e. put those information first which are considered neutral by the readers.

Which of the following is the main challenge when writing adjustment refusals? a. Refusing an adjustment request when one is unsure if one has good reasons to refuse. b. Refusing an adjustment request when one does not have strong facts to refuse. c. Refusing an adjustment request with clear and reasonable guideline for what is and is not a legitimate request. d. Refusing a request when one needs more time to figure out why one cannot grant the reader's request. e. Refusing an adjustment request while still making possible an ongoing, positive relationship with the reader.

e. Refusing an adjustment request while still making possible an ongoing, positive relationship with the reader.

Which of the following is a powerful strategy for maintaining goodwill while presenting bad news to the reader? a. Delivering the message directly without much explanation. b. Conveying the message in a blunt and frank manner. c. Trying not to buffer or cushion the bad news. d. Ensuring never to end a bad-news message with a forward-looking note. e. Taking time to provide an alternative solution to the reader.

e. Taking time to provide an alternative solution to the reader.