Ch.5-8 quiz business communication
Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?
A clear description of the desired action
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 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.
Which of the following bad-news messages should be organized using the direct strategy?
An announcement of changes in business services
In writing messages that deliver instructions, what advice should you follow?
Assume that employees want to contribute to the success of the organization
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.
Which of the following situations is most appropriate for sending an e-mail message?
Chris must send the monthly sales data to his department.
What advice should you follow when using down-editing to reply to an e-mail message?
Delete the sender's message header, signature, and all unnecessary parts.
Which statement about direct-mail messages is most accurate?
Direct mail is an effective channel for personalized, tangible, three-dimensional messages that are less invasive than telephone solicitations.
Which statement about today's organizations and their employees is most accurate?
Executives today rely on persuasion to achieve buy-in from subordinates.
Eyasu must create a corporate blog. Which of the following should he use in his blog?
Eyasu should use all these techniques in his blog.
All bad-news messages should be presented using the indirect strategy.
F
Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool.
F
As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social media because the audience is potentially too large.
F
Both direct claim messages and persuasive requests should begin with the main idea.
F
Claim messages should include a blow-by-blow chronology of the details of the problem to adequately inform the reader of the problem.
F
Companies use blogs only for public and customer relations.
F
Deadlines and action information should be included in the body of an e-mail message or memo.
F
I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.
F
In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.
F
Like e-mail messages, memos can be used to communicate within an organization and with external customers, companies, and organizations.
F
Messages to management are more persuasive when they include words such as "you must" or "we should."
F
Most people regard writing goodwill messages as easier than writing other types of business messages.
F
Privacy settings on social networking sites prevent others from accessing your personal information.
F
The most important points in an e-mail sales message should be placed at the end of the message where they will be remembered the most.
F
When texting or instant messaging on the job, don't worry about your grammar and spelling because your goal is to send quick, short messages.
F
You should never send a goodwill message via e-mail.
F
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.
Select the most effective opening for a persuasive request that invites a state representative to speak at your organization's Flag Day celebration.
If you have June 14 open, would you be interested in speaking at our Flag Day ceremony?
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.
Which of the following statements about communication in today's workplace is most accurate?
Individuals are using more mobile electronic devices to communicate with others.
Which statement about the use of e-mail in today's workplace is most accurate?
Most messages in today's workplace are sent by e-mail.
Which part(s) of your messages are readers likely to find most interesting and read first?
Opening and closing
As a Human Resources representative, Laura must inform Matt that his vacation request for August is not approved. Which of the following should she do?
Plan the message strategically.
A successful persuasive message is typically longer than a direct message.
T
Blogs can be useful to a company for crisis communication.
T
E-mail and social networks are appropriate channels for both delivering and responding to complaints.
T
Like requests and responses, instruction messages follow a straightforward, direct approach.
T
One effective strategy for crafting online sales messages is letting receivers know how they may opt out of receiving future messages.
T
Persuasive claim or complaint messages may involve damaged products, mistaken billing, inaccurate shipments, warranty problems, limited return policies, insurance snafus, or faulty merchandise.
T
Place any details explaining your request for information in the body of your request message.
T
Some advantages of texting and instant messaging include immediacy and cost.
T
The number of persuasive messages the average consumer receives has increased drastically within the last decade.
T
The reasons-before-refusal plan works well when denying claims.
T
Three Ways to Improve Your Resume is an effective title for a blog post.
T
Traditional direct-mail marketing is more effective than online marketing.
T
When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news.
T
When writing goodwill messages, you should always use the "you" perspective.
T
When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.
T
When you respond to customers online, you should do so in less than 24 hours.
T
Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.
T
Which of the following is the best opening for a note expressing thanks for a gift?
Thank you, Elena, for the e-reader commemorating my twenty years with Brown Sales; it will make a perfect travel companion.
Which of the following is not a goal when writing adjustment messages?
To verify the honesty of the customer's claim
When sending condolences, which of the following should you aim to do?
You should aim to do all of these when sending condolences.
All of the following are considered routine business messages except
a letter to a customer denying a request for credit.
Which of the following is an important etiquette consideration for sending text messages?
a.Don't text during face-to-face conversations b.All of these are important etiquette considerations for text messaging. c.Don't text at a time that calling would be inappropriate or rude. d.Don't use text messages to notify others of sad news or sensitive matters.
When presenting the reasons for bad news, you should
a.explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability. b.use positive wording. c.All answer choices are correct. d.cite benefits to the reader or others.
When developing a claim message, you should
a.include copies of relevant materials. b.All answer choices are correct. c.close the message by clearly specifying what you want done. d.describe the problem without providing a long, detailed account of the issue.
In the body of a persuasive request, you can reduce resistance by
anticipating objections and offering counterarguments
Techniques to elicit audience desire and overcome reader resistance in a marketing message include all of the following except
application forms.
A popular format of business letters, called _____________________ style, aligns all parts on the left of the page.
block
When service is involved in a claim, you should
cite names of individuals spoken to and dates of calls.
End dates and specific actions in a routine request message should be placed in the
closing
Persuasive claim messages are also called
complaint messages.
One advantage of a wiki is that it
eliminates the problem of document version confusion.
The primary benefit of using the indirect strategy to communicate bad news is that it
ensures that your reasoning will be read while the receiver is still receptive.
You can improve the effectiveness of a claim message by
explaining the problem with necessary details.
You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when
firmness is necessary.
Smart businesses regard complaints from customers as
free consulting reports from the field.
Your primary goal in writing a sales or marketing message is to
get your audience to devote a few moments of attention to your message
A bad-news message, whether delivered in person or in writing, is usually better received when you
give the reasons before the bad news.
The biggest advantage of business blogs is that they
have the potential to reach a vast, far-flung audience.
Using the indirect strategy to prepare the reader in a bad-news message
helps you keep the reader's attention until you can explain the reasons for the bad news.
You can soften the blow of the bad news in refusing a typical request or claim by
implying the refusal.
Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except
let the employees find out through the office grapevine.
The closing of a persuasive request should
motivate action
All of the following statements about social networking are accurate except
only teenagers use social networking sites to communicate with others
Most companies receiving a claim message tend to
respond promptly because they want to maintain customer goodwill and loyalty.
Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and
to promote good relations.
When you must refuse typical requests, you should first think about how the receiver will react to your refusal and decide
whether to use the direct or the indirect strategy
