GEB3213 Midterm

Accordingf to the Inc. website, what percentage of business professionals use texting for business?

67

Which of the following is an example of an internal source?

A memo from your supervisor

When attacking the person who disagrees with you rather than addressing the issue, what logical fallacy has been created?

Ad hominem attack

Which of the following statements would be best to include in a letter turning down someone who applied for a job?

After much consideration, we have offered the position to another candidate.

Which of the following logical fallacies involves offering evidence such as, "everybody knows"?

An appeal to popular opinion

Which of the following communications will likely require persuasion?

Asking your boss to switch you to a different project team

When conducting an audience analysis, who should be considered?

Both the primary and the secondary audience

When using for-your-information messages, who is likely to gain the most benefit from the message?

Both the sender and the receiver

How can a company turn an unhappy customer into a brand advocate?

By identifying a solution

When texting a client you do not know well, what should be included in the text?

Complete sentences

What is considered to be the most critical element of persuasion?

Credibility

In which area of the AIDA model is appealing to social proof most effective?

Desire

To ensure that you have implemented an effective persuasion strategy, what should be done before delivering the message?

Evaluate the draft

If you refuse a claim because the customer was at fault, which of the following might help maintain customer loyalty?

Explain the reason behind the policy and refusal.

Which of the following is an example of a routine business request?

Explaining a travel expense to the accounting department

When writing a communication to deny a customer claim, what can be done to help maintain a future relationship?

Helping the customer feel that the resolution was fair.

With reference to Cialdini's techniques for appealing to emotion, which of the following is most likely to be involved in the technique of scarcity?

Highlighting the exclusivity of your offer

Which of the following questions should be considered when determining the correct medium for bad-news messages?

How quickly do you need to share the information?

When getting bad news from people of other cultures, how can you be sure of the message?

Listen carefully to what is said, and what is not said

Which of the following identifies what you want your audience to do as a result of the communication?

Outcome

Which of the following allows for a logical and easy way to plan the organization of a message?

Outlining

Which of the following is done in the first step of ACE?

Planning your purpose

In addition to expressing appreciation for an idea, how can you reject a team member's suggestions while maintaining goodwill?

Provide convincing explanations.

Which would be the best way to persuade your boss to implement a flex-time schedule in your office?

Provide research that shows this arrangement is workable and often results in increased productivity

Which of the following fallacies involves focusing on an irrelevant issue to draw attention away from a central issue?

Red herring

Which of the following circumstances lends itself to the direct organization approach?

Sending your client a recommendation from another customer

Which of the following excerpts from a sales message is an example of the social proof technique?

Several Fortune 500 companies have purchased over 200,000 of these devices for their top executives.

Jennifer is asked by her boss to attend the supervisors' meeting in the afternoon, and to participate in a brief discussion on the flex-time schedule proposal her department is supporting. Which of the following is TRUE about Jennifer's preparation for this meeting?

She should anticipate and outline the questions and objections the supervisors will have to this proposal, so that she can address them.

When responding to an ethical scandal, what can be done to help rebuild trust?

Take responsibility for the problem.

To convince your boss to implement a procedural change in your department, which of the following best constitutes a concession in the context of a message?

The changeover may cause some minor initial delays, but in the long run, this shift will increase the speed of transactions by approximately 50 percent.

Why should bad-news messages undergo extensive evaluations before being sent?

The message can have significant negative business results.

When responding to questions face-to-face, how should the response be organized?

Using the same format you would use if you were responding in writing

When would it be best to avoid using "you" in a communication?

When issuing orders

When would the indirect approach be a better choice for your message?

When your audience will not understand your request with context

When emailing a coworker to ask for her assistance on a project, which of the following constitutes a refutation you could include in your request in anticipation of a possible objection?

While this may sound time-consuming, I will only need one hour of your time.

Before you decide what it is you want to communicate, what should be considered?

Why you are communicating

What can be done to make a sympathy message more meaningful to the receiver?

Write it by hand.

While the_____stage helps you make a persuasive plan, the_____stage helps you put the plan into action and draft the message.

analyzing; composing

The false dilemma can be achieved by_____.

asserting that only two choices exist, while ignoring other options

Violations of logic_____.

can persuade an audience based on unsound ideas

If the audience can easily understand your intended meaning, you have achieved_____in writing.

clarity

In the ACE process for communication, the second step is_____.

composing

If an argument has merit, or is only partially correct, you may respond to the argument using a_____.

concession

A message that only hints at why you are writing is a(n)_____.

implicit request

Primary research_____.

involves collecting your own original data

Being persuasive_____.

involves understanding why your audience may resist your ideas

Routine business messages_____.

require that you be clear, complete, and respectful

When a company decides to satisfy a customer claim for a refund, exchange, or repair,_____.

the business has an opportunity to create goodwill

You develop a cost-cutting measure for your department, and email the idea to your supervisor. Your supervisor forwards your message to the other members of your department, as well as the heads of operations and IT. The secondary audience of your message is_____.

the members of your department and the heads of operations and IT

Research shows that customers tell nearly_____as many people about their bad experiences than they tell about their good experiences.

twice