chapter 11 business comm quiz

Which component is likely to be included in the structure of a mass sales message? an expression of sympathy an apology an expression of gratitude an attempt to generate interest an announcement

an attempt to generate interest

In order to craft messages that persuade people to modify their ideas, you must spend a significant amount of time proofreading the text. analyzing the audience. perfecting the hard sell. gaining attention. providing a rationale.

analyzing the audience.

Bri has been using the same brand of toothpaste since her mother first bought it for her. She switches to another brand after her favorite actress endorses it. Which principle of influence does Bri's action illustrate? reciprocation authority scarcity consistency liking

authority

A copywriter is writing a persuasive message directed to her business's customers, asking them to consider a new service they are offering. To be successful, her message should be slightly more direct than internal persuasive messages. be slightly more explicit than internal persuasive messages. be based on emotional appeals. be based on logical appeals. use the we-voice more than the I-voice.

be based on emotional appeals.

What is the third step in the AIDA approach? build desire develop the audience analysis delineate roles demonstrate intention develop feedback

build desire

In the context of mass sales messages, what is the last step in the AIDA approach? gain attention generate interest call to action build desire analyze audience

call to action

You can make a message feel more tangible by combining specificity with you-voice. being vague and using the we-voice. using the I-voice to showcase your knowledge. explicitly using the impersonal voice. explicitly using we-voice.

combining specificity with you-voice.

Mitch likes to see all the facts before making a decision. He does not appreciate it when his team members try to push or persuade him into making a decision. He'd rather see as much information as possible and then form his own conclusions. What type of leadership style most represents Mitch? follower charismatic skeptic thinker controller

controller

Unlike other forms of persuasion, manipulation involves emotion. a call to action. rationales. deductive reasoning. deception.

deception

The principle of influence known as social proof refers to the idea that people tend to feel obligated to return favors. determine what is right by seeing what others do. are more likely to be persuaded by people they like. follow authority figures. tend to follow through once they have made a commitment.

determine what is right by seeing what others do.

An effective external persuasive message will focus on I-voice. not include a call to action. focus on you-voice.Correct lack a show of appreciation. lack tangible benefits.

focus on you-voice

Patrice is attempting to persuade her boss, Rachel, to consider a new order tracking software tool for the team. Rachel is hesitant and wants to see references and testimonials from other users of this software. What is most likely Rachel's leadership style? follower charismatic skeptic thinker controller

follower

Leonard is writing a persuasive message. What is the first task his message should accomplish? offer a solution provide a rationale validate readers overcome objections gain attention

gaining attention

Business messages in which the reader has to "read between the lines" to grasp the full meaning are considered forward. explicit. persuasive. direct. implicit.

implicit

When a business message provides the rationale for a request before making the specific request, the message is said to be indirect. explicit. deductive. direct. implicit.

indirect

After stating the need in a persuasive message, you should get attention. offer a solution. give a call to action. show appreciation. provide a rationale.

offer solution

The term ________Blank refers to the reasons why your product, service, or idea really benefits your readers. rationale counterpoint appreciation validation social proof

rationale

Some persuasive message writers express appreciation to their audience and in return the audience will return that goodwill to them. This demonstrates the principle of reciprocity. consistency. scarcity. authority. influence.

reciprocity.

Fran tends to use the I-voice when she writes persuasive messages. Her readers are most likely to believe that she cares a lot about their interests. has a lot in common with them. is concerned primarily with what benefits her. has not thought through her argument. has a lot of knowledge about the topic.

s concerned primarily with what benefits her.

Which principle of influence operates on the idea that people think there is limited availability of something they want or need, so they must act quickly? reciprocation authority scarcity consistency liking

scarcity

Which voice forces you to consider the needs and wants of your readers? the you-voice the we-voice the I-voice the impersonal voice the they-voice

the you-voice

People are unlikely to consider your ideas and requests if they question your credibility. the requests are not written. the requests use active language. they think the same way you do. they feel you already appreciate them.

they question your credibility.