BIS Communications exam 3

The most important information in a press release should be

presented early.

Which of the following subject lines is most effective?

Attend Our Sales Meeting on January 30

When should the indirect pattern be used to communicate negative news?

When the bad news is personally upsetting

Which of the following will most likely prompt a reader to open your blog post?

A catchy title or headline

Leila is writing a persuasive message to her staff and includes the opening sentence Your hard work and dedication are what make this company a success. She is gaining her reader's attention by using what type of opening statement?

A compliment

What statement about delivering bad news within an organization is most accurate?

A tactful tone is useful when communicating bad news within organizations.

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

Agreement

Which of the following is a potential risk for businesses that use social media?

All of these are potential risks for businesses that use social media.

What is a benefit of instant messaging?

All of these choices are benefits of instant messaging.

The bad feelings associated with disappointing news can generally be reduced if the receiver

All of these choices.

In which of the following sentences has the bad news been placed in a subordinate clause?

Although our wellness program must be discontinued, all other benefits will remain the same.

Which of the following sentences uses the passive voice to present the bad news?

Although the social media specialist position has been filled, we wish you well in your job search.

Which message would be most effective when organized indirectly?

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

Select the most accurate statement.

An employee's words, decisions, and opinions are assumed to represent those of the organization.

Which of the following statements about complaint messages is least accurate?

Anger and emotion are effective persuaders in complaint messages.

Justin would like to use text messaging on the job to communicate one-on-one with his customers. What should Justin do first?

Ask his supervisor for permission to use text messaging.

What is the most accurate statement about instant messaging and texting on the job?

Because instant messages and text messages can be saved, don't say anything that could damage your reputation or that of your organization.

What is the most accurate statement about writing skills and social media?

Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.

What is a major advantage of wikis?

Both b. and c.

Which of the following is a similarity in e-mail messages and memos?

Both generally close with action information, a summary of the message, or a closing thought

Coleton has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. What should he do next according to the 3-X-3 writing process?

Collect data and organize it.

What is the best advice for organizing e-mail messages?

Consider using side headings to better organize longer e-mail messages.

The best press releases

focus on information that appeals to a target audience.

The statement Did you know you can get home delivery of your local newspaper for 40 percent less than the newsstand price?

gains attention by asking a question that focuses on reader benefits.

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.

In a letter advertising its recycling services, The Greenfield Recycling Company stresses that customers will feel the satisfaction of knowing that they have helped to preserve the environment. This persuasive technique relies on

indirect benefits to the reader.

Suggestions made by subordinates to managers usually require

skillful persuasive communication

Alonzo has just been assigned to create a blog to use for market research and viral marketing. What advice would you give him?

Scrutinize the blogosphere for buzz and for positive or negative postings about his organization and its products.

You are opening a new restaurant and realize that customers might post reviews online. What should you do?

You should do all of these.

When should you send a thank-you note?

You should write a thank-you note for all these situations.

In persuading a busy executive to visit a college class, which of the following illustrates a direct benefit to the reader?

You will receive a $500 honorarium.

Which of the following is the best closing sentence for a message requesting information?

Your answers to these questions by April 30 will help us decide which product to purchase.

The best persuasive requests

anticipate audience resistance.

When writing a claim letter to a company, you're more likely to be successful if you

appeal to the company's sense of responsibility and pride in its good name.

As Nathan begins his business career, he will probably find himself writing more ____ than other types of messages.

e-mail messages

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

Buffer, reasons, bad news, closing

Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?

By trying to make herself look good, she is guilty of the "good-guy syndrome."

Which is the most effective statement in a letter to a customer denying a claim?

You can purchase a replacement battery pack at a 30 percent discount.

Which of the following statements about direct claims is most accurate?

Written claims are taken more seriously than claims made by phone or e-mail.

Capital Management is in a budget crunch and plans to make major layoffs next month. What is the best advice for communicating this crisis to employees?

Deliver the bad news to employees personally if possible.

Of the following questions, what one should you ask yourself first as you begin to prepare a message?

Do I really need to write this e-mail, memo, or letter?

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?

Email, text, or IM

Alisha is writing a sales message to advertise the serves provided by the say spa she manages. In the letter she mentions rest, relaxation, and spoiling oneself for the day. Alisha is using what type of appeal?

Emotional appeal

Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean?

Emphasize the big news up front, supported with specifics and background information.

Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Chuck done that might lead to legal difficulties?

He has used careless language.

Timothy is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he do during this phase?

He should do all of these.

Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?

I appreciate this information because it will allow me to make an effective decision about which plan to choose.

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

In a bulleted or numbered list in the body of your message

What is the most accurate statement about direct claim and complaint messages?

Letters establish a record of what happened more convincingly than other communication channels.

What is the most accurate statement about the use of blogs to provide up-to-date information to the press and the public?

Many companies now use blogs for crowdsourcing promotions to connect with their customers and to generate buzz that they hope will go viral on the Internet.

Monique wants to be an effective e-mail communicator. What should she do?

Monica should do all of these.

In persuading the owner of your company to allow you to telecommute, which of the following illustrates an indirect benefit to the reader?

My working from home will help to protect the environment.

Which of the following would be the best way to begin a persuasive claim or complaint letter?

Open with an objective statement of the problem.

How do organizations use wikis?

Organizations use wikis for all these purposes.

Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message?

Please answer the following questions about your new malware removal program.

Which of the following is the best example of placing the most important information first in a routine information request message?

Please answer the following questions about your office printers.

Which of the following is the best closing for a straightforward claim letter?

Please credit $36 to my account by December 31, when my next billing cycle begins.

When writing a letter to a customer denying credit, you have four goals. Which of the following is not one of these goals?

Promising the customer that credit will be granted in the future

Karen, a real estate agent, wants to create simple podcasts that will allow her clients to take virtual tours of available properties. What should she focus on first?

Providing quality content with an authentic voice

A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do?

Reply to the customer's post within 24 hours.

What is the best advice for closing a bad-news letter?

Restate the bad news to make sure that the reader understands it.

Daniel has to compose an important e-mail message to a client. What advice should Daniel follow?

Send only content he would want published.

Byron has ended a sales message with the sentence Book your vacation by May 15 to receive a seventh night free. What technique is he using to motivate action?

Setting a deadline

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties?

She has used abusive language.

Heather wants to convince her supervisor to invest in new smartphones for the sales staff. What is the best thing Heather can do in her proposal?

Show how the smartphones will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales.

The best business writers do what in the opening paragraph of a routine request message?

State immediately why they are writing.

In which of the following situations is the writer being unethical?

Taylor writes an e-mail message focusing on a small perk offered in the new health coverage, but she deliberately de-emphasizes a reduction in total coverage.

You must refuse a customer's request to return an item. What should you do first?

Think about how the receiver will react to your refusal.

Which of the following is not one of the goals in communicating negative news?

To hide the real reason for the negative news

Which is the most effective statement in a letter to a customer denying credit?

To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports.

Which of the following statements is most accurate?

Twitter, podcasts, and wikis are part of the new user-centered virtual environment called Web 2.0.

Which of the following statements about e-mail in the workplace is most accurate?

Typical businesspeople spend at least two hours a day writing and replying to e-mail messages.

Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your advice. What should you tell him?

Use a commercial hosting site such as Blogger, Tumblr, or WordPress.

Michelle has just been appointed to a virtual team that will use a wiki to keep in touch, and she wants to be a valuable team participant and contributor to the wiki. What is the best advice you can give her?

Verify all facts before posting them to the wiki.

Which of the following would be an effective persuasive technique for a manager attempting to persuade her employees to take part in a wellness program?

Warm words and a conversational tone

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

We are so sorry, Marti, to learn of the loss of your husband Rich.

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

What's in it for me?

Which of the following is a command disguised as a polite request?

Will you please send my order by USPS Priority Mail.

The most emphatic positions in a message are the

opening and closing.

The majority of your writing on the job will involve

routine, positive messages.

Kyoung has an espresso maker that stopped working properly within the warranty period. He plans to write a claim letter to the company. Because he feels his request to have his espresso maker repaired at no cost is justified and will be granted, he should use

the direct strategy.

When you are writing to complain about something and you're worried that your reader might be reluctant to grant your claim, you should use

the indirect strategy.

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in

the opening.