Business Comm Fundamentals
Which of the following is most likely found in a successful close of a negative message regarding a transaction
A reminder to the customer of a key benefit or two
Now that you've made your request in broad terms, you need to provide the particulars of what you specifically need Ved to provide.Of the following, which approach would be most effective?
As you know, we designed the Booker Ace tests in four different batches. We need the fourth and final batch of the test data. The data should be dated in early October. Please use the most recent file that includes the word "final" in the file name.
Now that you've begun your message by providing context and then stating the main point, it's time to support your proposal. In this section, you should justify recommendations with persuasive rationale, describe alternative solutions and the negative implications of those solutions, address potential objections, and stress the benefits of your proposal.
BAI, a nonprofit, independent organization that collaborates with financial services leaders globally, conducted research on this issue. Its research indicates that financial institutions offering accounts with no overdraft fees and tiered overdraft fees have attracted hundreds of thousands of customers from banks that do not have flexibility and/or creativity in assessing overdraft fees.
Based on the information in this video, MELT would likely agree with which guideline for writing promotional messages for social media?
Be real
Now that you've determined the purpose of your message, identified your primary audience, and analyzed your audience's needs, it's time to select a medium for your message.You have several media options, including a group meeting, one-on-one meeting, telephone conference, text message, email message, or written memorandum. You also have a number of factors to consider in making a decision about the most appropriate medium: Are you making a personal appeal to an individual or a larger audience? Are you communicating a simple request or a more complex message that may require additional documents or supporting material that may persuade her? Do you want to give the receiver time to consider your proposal or create a situation in which the audience feels compelled to respond immediately? How would you prefer to respond to objections—"on the fly" or taking time to consider those objections, collect additional evidence to support your position, and compose a reply? After considering each of these factors, you determine that you are directing your appeal to an individual (Tina Bagley), and your persuasive message will be complex. Additionally, considering the complexity of your appeal, you want to give Tina adequate time to carefully consider your appeal, and you would prefer taking time to review objections before responding.Given these considerations, which of the following would be the most appropriate medium for your message?
Email or written memo to Tina
Orange Photography agrees that conveying negative or bad messages requires special attention to _______ as well as etiquette.
Ethics
Now that you've written the opening for your persuasive message, it's time to provide context for your proposal. In this section, you should identify the issue and provide evidence that the problem is significant.Of the following options, which would best provide context for your proposal?
GreenStar Bank's current overdraft policy assesses an overdraft fee of $35 for a single overdraft, regardless of the amount overdrawn. As Customer Service Team Leader, I have heard numerous complaints from customers about this policy, and many customers have moved their accounts to other banks with more reasonable overdraft fees.
You've decided to use the indirect approach in organizing your persuasive message to Tina, so you'll begin your message by providing context for your proposal. Of the following, which is the best opening paragraph for your message?
GreenStar Bank's current overdraft policy assesses an overdraft fee of $35 for a single overdraft, regardless of the amount overdrawn. As Customer Service Team Leader, I have heard numerous complaints from customers about this policy, and many customers have moved their accounts to other banks with more reasonable overdraft fees.
You've decided to dispense with describing alternative solutions and the negative implications of those solutions, so you're going to move right into stating your main point and providing a specific recommendation.Of the following, which best describes the main point or specific recommendation of your proposal?
I am proposing conducting a survey of 600 GreenStar Bank customers who have paid overdraft fees in the past 12 months. This survey will poll customers about their attitudes toward these overdraft fees in an effort to determine if a change in the current overdraft policy is warranted.
You've decided to use a direct approach in your message to Ved, so you'll open with your main idea or a clear statement of your request. However, because Ved likely needs a reminder of what you are seeking, you may need to provide a bit of background information.Of the following, which opening would be the most effective for your email?
I'm working with Monica Wells to wrap things up on the Booker Ace project. I need the final batch of the test data, and I'd appreciate receiving this data no later than Friday the 18th.
According to MELT's CEO, persuasive messages should have a strong opening argument. Which of the following did MELT's CEO identify as vital to the success of the message?
Including a call to action
Orange Photography prefers to use what the chapter calls the __________ approach when conveying negative or bad news messages
Indirect
A negative message regarding a transaction often uses the ________.
Indirect approach
Orange Photography agrees that, when appropriate, it's a good idea to seek the advice of your company's __________ department and have them review the message before sending to ensure information is not ambiguous
Legal
In the close of a claims letter or email, the sender should _________.
Request a specific action
Now that you've written the opening and provided context for your persuasive message, it's time to support your proposal. In this section, you should justify recommendations with persuasive rationale, describe alternative solutions and the negative implications of those solutions, address potential objections, and stress the benefits of your proposal. Of the following options, which would best provide context for your proposal?
Research on this issue was conducted by BAI, a nonprofit, independent organization that collaborates with financial services leaders around the world. This research indicates that financial institutions offering accounts with no overdraft fees and tiered overdraft fees have attracted hundreds of thousands of customers from banks that do not have flexibility and/or creativity in assessing overdraft fees.
Based on the discussion in this video, MELT would agree that communication must be kept ________ and __________ in order to meet the needs of mobile marketing messages.
Short. Simple
You've stated your request, provided Ved with the details he needs to find the data, and provided reasons for your request. Now it's time to close the message.Of the following, which would be the most appropriate closing for your message?
Thanks again for your help and guidance over the course of this project. I look forward to getting the final test data by the end of this week. If you have any questions, send me an email or call me at xxx-xxxx.
You've decided to use the direct approach in organizing your persuasive message to Tina, so you'll begin your message with the main point. Of the following, which is the best opening paragraph for your message?
The purpose of this communication is to propose conducting a survey of 600 GreenStar Bank customers who have paid overdraft fees in the past 12 months. This survey will poll customers about their attitudes toward these overdraft fees in an effort to determine if a change in the overdraft policy is warranted.
You took Business Communication classes in college, and you know that the first step in developing your persuasive message is to analyze the purpose of your message and the desired outcome.Of the following options, which would best describe your purpose of your message?
The purpose of your message is to present valid arguments for the need to conduct the customer survey about GreenStar's overdraft policy.
Now that you've determined the primary audience for your message, you think it will be important for you know what motivates Tina so your message will align with her interests and desires.You consult with Francine Santana, a senior member of your Customer Service team. Francine has been with GreenStar for a number of years and knows Tina quite well. She tells you, "If you want Tina to accept this proposal, you need to appeal to Tina's needs. Tina is very achievement-oriented. It would be a huge feather in her cap if she could demonstrate that this policy would retain existing customers and even grow our customer base."Based on Francine's advice, what would appear to be the motivating factor for Tina's acceptance of your proposal?
Tina has a strong need to feel a sense of accomplishment and be recognized and admired by others for her accomplishments.
You want to provide additional evidence of the significance of GreenStar Bank's overdraft policy by presenting a real-life example of how the overdraft policy works and why it is problematic. You decide to present the example of a GreenStar Bank customer named Kevin.Of the following options, which would be the most appropriate way to use a real-life example as context for your proposal?
To illustrate the problems with GreenStar's current overdraft policy, I'd like to share the experience of one of our customers, Kevin. Kevin and his wife sometimes forget to record their debit card charges, and last month they were charged $140 in overdraft fees for 4 overdraft charges that totaled less than $25.Kevin is just one example of how the overdraft policy impacts our customers and why it needs to be changed.
You want to provide additional evidence of the significance of GreenStar Bank's overdraft policy by presenting a real-life example of how the overdraft policy works and why it is problematic. You decide to present the example of a GreenStar Bank customer named Molly.Of the following options, which would be the most appropriate way to use a real-life example as context for your proposal?
To illustrate the problems with GreenStar's current overdraft policy, I'd like to share the experience of one of our customers, Molly. Unfortunately, she sometimes forgets to record her debit card charges, and last month she accumulated $105 in overdraft charges for 3 overdrafts that totaled only $16.Molly is just one example of how the overdraft policy impacts our customers and why it needs to be changed.
You believe you've done an effective job of providing context for the issue and supporting your proposal. Now it's time to close your persuasive message to Tina with a call to action. Of the following, which closing does the most effective job of identifying a specific action that you want Tina to take as a result of evaluating your proposal?
To summarize, I want to stress two things. First, GreenStar's high overdraft fees appear to be creating resentment in our customer base. Second, to determine how serious this resentment is, I am proposing that we conduct a survey of 600 customers who have paid overdraft fees within the past 12 months. This survey will require considerable funding and manpower, and I am respectfully asking that you request these resources from upper management.
Your first task is to identify your relationship to your audience, because that will have a significant impact on how you craft and deliver your message. Different audiences can be greeted differently, depending on factors such as how well you know them and the kind of message you intend to send.You've interacted with Ved on previous projects, but you're not well-acquainted with him. Considering your relationship with Ved, you ponder how you should address him in the message.Which of the following would reflect the best approach for addressing Ved?
Ved is a senior-level employee in the company with whom you've worked on previous occasions, so you'll begin your message with "Hello, Ved."
Much to your delight, Ved sends over the information by the date you requested. Monica has reviewed the test data, is happy with the results, and plans to move ahead on the Booker Ace project.She has asked you to send Ved a message of appreciation for both heading up the original testing and his prompt response to your request.Of the following, which would be the most appropriate message to send to Ved?
Ved, thank you for sending the final batch of the Booker Ace test data so promptly. We've reviewed the data, and we're now ready to move ahead with the project. The Booker Ace team is grateful to you for your guidance and leadership in designing the testing for this project. We look forward to working with you again in the near future.
Using the direct approach, once you've stated your request up front, you need to explain and justify your request.Of the following, which would be the most appropriate explanation for your request?
We need this test data to confirm how well the program performs when compared to (a) human book recommendations and (b) other computer-based recommendations. Once we make the comparison, we expect to be able to go forward with the project.
The first decision you have to make before beginning to draft your message to Ved is whether you will use a direct approach or an indirect approach.Using a direct approach, you'd begin with your request and then support that request with necessary explanation or details.Using an indirect approach, you'd begin your message with an explanation or details and then state your request.Based on this information, which approach will you use in drafting your message to Ved?
You will use a direct approach.
You're ready to begin drafting your message to Tina. The first decision you have to make is whether you will use a direct approach or an indirect approach. With a direct approach, you will begin with your main point by proposing a specific recommendation, provide evidence that the problem is significant, support your proposal by stressing the benefits and addressing potential objections, and then conclude with a call to action. With an indirect approach, you will begin with evidence that the problem is significant, describe alternate solutions and the negative implications of those solutions, state your main point by proposing a specific recommendation, support your proposal by stressing benefits and addressing potential objections, and then conclude with a call to action. Which approach do you believe would be most appropriate for your persuasive message?
You will use an indirect approach in organizing your persuasive message to tina
Before you begin to prepare your message, you recognize that it is important to identify your audience.Of the following options, who would be the primary audience of the persuasive message you are going to prepare?
Your primary audience would be Tina Bagley, your boss and the manager of GreenStar Bank
The CEO of MELT says that encouraging _______, which is the _______ step in the AIDA model, is "very vital to the success" of marketing and sales messages in the marketplace.
action. final
The opening for a claims letter or email should _________.
be professional, and clearly state the problem
An effective claim letter or email should ________.
communicate calmly and clearly
Orange Photography would agree with the general advice in this chapter about apologies, which is to
do so right away and sincerely
An effective claim letter or email should overall not be ________.
emotional
As the video points out, connecting with your audience on the right __________ level is vital when sending persuasive messages.
emotional
The body of a negative message regarding a transaction should _____.
foster a positive ongoing relationship
The body of a claims letter or email should _________.
provide details clearly and concisely
The signature portion on a message regarding a transaction _________.
should include helpful contact information
The opening for a negative message regarding a transaction should _____.
start with a buffer
For all the benefits they bring to business, social media and other communication technologies have created a major new challenge: responding to online rumors, false information, and attacks on a company's reputation. From the video, it appears that Orange Photography believes that the most important step in responding to a crisis or rumors is _____.
to respond with a high degree of ethics
