BCOM Exam 3
scenario painting
Describing the reader in a situation enjoying the promised benefits of a product or service is called:
saying what you cannot do
Offering an alternative is a positive way of:
content marketing
The act of giving away interesting and useful information via social media to attract a loyal customer base is called:
want a yes or no answer
You should only ask a yes or no question if you:
link
email sales messages should include at least one:
specific and easy to perform
when crafting a persuasive appeal, the desired action should be ___________ and ________ _______ ____________ in order to move readers towards compliance
b and c
Which of the following are good places to put bad news? a. in direct phrases b. in qualifies phrases c. in subordinate clauses d. in main clauses
a, c, and d
Which of the following are good ways of calling attention to the questions in a message? a. giving each question a separate paragraph b. combining two or more question in a single sentence c. placing a bullet next to each question d. ordering or ranking your questions
b
Citing an expert opinion is a strategy for: a. retaining customers after bad news b. setting up negative news c. presenting bad news objectively d. closing a negative-news message
d
Compared to pinterest, instagram is not as good at: a. attracting a large follow b. exposing viewers to entertaining or informative visuals c. creating a real-time feel d. driving visitors to a company's website
a
In the U.S., the law requiring that recipients of commercial email be given the chance to opt out of further messages is called: a. the CAN-SPAM Act b. the OPT-OUT Amendment c. the END-JUNK Clause d. the STOP-SPAM Law
d
The description of your plan for writing a business proposal should identify: a. where the reader can find more information about your company b. project costs c. relevant industry background d. "deliverables," or tangible products
a, c, and d
Which of the following do you achieve when you compose a direct message correctly? a. an enhanced professional image for yourself b. a sense of superiority over colleagues and subordinates c. an enhanced professional image for your company d. improved good will with your audience
neutral buffer
Which of the following should open a message refusing an adjustment? a. neutral buffer b. clear and objective refusal c. personal greeting d. justification of the refusal
a, b, and c
Which of the following should you attempt to demonstrate in an indirect claim message? a. objectivity b. your reader's reasonableness c. your reasonableness d. your inner feelings
a
Which of the following should you avoid in your closing to an indirect claim message because it is a cliche? a. Thanking you in advance b. I would be grateful if... c. I am requesting... d. Thank you for your help
a, c, and d
Which of the following can be used to identify the transaction involved in a claim message? a. the subject line of a letter b. the last sentence of the message c. the message's first sentence d. an email subject line
b
Which of the following characterizes the modern seller-buyer conversation about a product or service? a. the buyer knows more than the seller b. both parties are well informed c. the seller knows more than the buyer d. neither party is well informed
neutral buffer
Which of the following comes first in a message refusing a request? a. relevant note promoting goodwill b. alternative or compromise c. justification or explanation d. neutral buffer
c
Which of the following considerations might lead you to choose the indirect approach for bad-news message? a. knowing that your news will be accepted routinely b. wanting to get the shock of bad news over with c. wanting to show readers that you care about their circumstances d. knowing that your reader appreciates frankness
candid
Which of the following describes the best approach you should use when drafting a favorable response? a. restricted b. vague c. candid d. complex
d
Which of the following statements applies only to verbal bad news messages: a. they can minimize the impact of negative news b. they can communicate caring c. they require thought and planning d. they allow you to take advantage of verbal cues
b
Which of the following strategies is most likely to result in a successful statement of refusal? a. appealing to the reader's emotions b. keeping the statement short and objective c. building the statement over several paragraphs d. adding details to the explanation
move directly to your ending
When you cover all of your objectives in the opening of your message you will likely:
by executives for subordinates
Formal operational messages are usually written by who and for who?
a
In order to achieve an objective tone in a bad-news message: a. avoid using the second person b. use gender-specific pronouns c. only use first names d. avoid using the first person
a
Kal is a customer relations specialist for an electronics firm. He receives a message from a customer who is unhappy with his portable GPS device and wants to exchange is for a newer model. Company policy does not allow Kai to grant this request, but he can offer the customer a discount on the newer model that he wants. Which of the following is the best strategy for the refusal message? a. Kai should follow the indirect model, focusing on the discount that he can offer rather than the exchange that he must refuse b. Kai should open with an apology for the customer's displeasure with his product, gently refuse the claim, and offer the discount c. Kai should keep his message as short as possible, refer to relevant company policy, reiterate the policy, and attach the discount offer d. Kai should use the direct method to get the bad news out of the way, then close on a positive note by offering the discount
false
The objective always belongs in the first sentence of a business message. T/F
a, c, and e
Logical appeals are most appropriate for products that help customers do which of the following: a. save money b. identify with celebrities c. get better use from a product d. improve their social standing e. do a better job
emotional
Messages promoting intangible benefits most often rely on _____________ appeals.
b
Rumors that employees will not receive an annual pay raise have been circulating for months at Mal's work. Mal is asked to compose an announcement that makes this news official. Why is a direct approach justified? a. company benefits outweigh the lack of a raise b. employees are expecting the negative news c. budget data supports the decision d. the message is internal rather than external
permission-based emails
Sales emails that customers sign up for based on their interest or past purchases are called: a. sale mail b. interest-oriented email c. spam d. permission-based emails
true
Sales writing does not follow the conventions of other forms of business writing. T/F
a written record of your exchange
Sending an indirect claim is preferable to a phone call or an in-person conversation when you want:
a
The opening segment of an unsolicited proposal should gain the reader's attention by: a. summarizing the benefits to the reader included in the proposal b. offering a joke or anecdote unrelated to the proposal itself c. describing your own personal interests and hobbies d. using several font styles and colors
d
The primary message of a proposal is the: a. evidence of your ability to deliver b. background information c. explanation of the reader's need d. description of the plan
false
The primary purpose of a refunded request message is to keep customers happy. T/F
persuade
The primary purpose of proposals is to:
c and d
The primary reasons for writing internal proposals are: a. to increase brand awareness b. to acquire new business from other companies c. to do your job better d. to change your organization
specific
The request for action in a sales message should be:
c
The statement "we can only grant discount when..." is an example of: a. creating ambiguity about the decision b. demonstrating willingness to compromise c. using a positive policy statement as a refusal d. showing concern for the reader's feelings
brand equity
The value of a company's positive image and name recognition is called:
offer an alternative
When an order cannot be filled within 30 days, it is a good idea to:
the most important one
When answering multiple questions in a business message, you should first answer:
c
Which of the following subject lines would be most likely to get a reader's attention without being flagged as spam? a. You'll never believe what's inside! b. Big $$$ for you! c. Keep your house warmer this winter. d. Save THOUSANDS per month with one simple trick.
a, b, and d
Which of the following suggestions should be followed when developing the appeal in a persuasive request? a. project an appealing image b. use concise language c. make use of the i-viewpoint d. use logical, engaging details
using positive wording
Which of the following techniques is recommended when presenting reasons to refusing a request? a. using few details b. making the request sound unimportant c. using positive wording d. avoiding persuasive language
upset
Which of the following words should be avoided in a bad news message? a. upset b. fairness c. can d. policy
b
Which of the following would help develop the emotional appeal of a new coffee shop targeted to young consumers? a. an emphasis on the low prices compared to national coffee chains b. a description of the trendy atmosphere, late hours, and live music available at the coffee shop c. mention of the high rating of the coffee shop received from the local food critic d. highlights of the discounts available to senior citizens
b
You work for a wireless phone service provider. A customer submits a warranty claim on a phone that was damaged by water. The customer's warranty only covers defects in the product. Which of the following is the best approach? a. send the customer a copy of the warranty with relevant sections highlighted b. emphasize what the warranty covers rather than what it does not cover c. leave the communication open-ended so the customer can resubmit the claim d. apologize for the faulty phone and praise the customer's loyalty
a, b, and d
Which of the following should characterize the words in the body of a claim message? a. courteous b. subjective c. informative d. firm
an added-on benefit
A $10,000 raffle offered to purchasers of a new car would be an example of: a. a built-in benefit b. an intangible benefit c. an added-on benefit d. a product benefit
a postscript
A brief message that appears after the closing of a sales messages is called:
agreeable
A buffer should leave the reader feeling: a. knowledgeable b. excited c. concerned d. agreeable
c
A direct order is most effective when: a. you are more interested in providing information or entertaining than making a sale b. the reader is openly hostile toward your brand or idea c. the reader is very likely to do what you are requesting d. the reader is completely unfamiliar with the product, service, or idea you are offering
external proposal
A grand request written by a business owner to the local government would be an example of: a. a sales message b. content marketing post c. internal proposal d. external proposal
false
A message refusing an adjustment should always include an alternative. T/F
a
A persuasive appeal that is cast as a problem-solution message should begin with: a. description of the problem and need for action b. a reference to a celebrity endorser or other character-based appeal c. a joke or funny story to break the ice d. an expression of goodwill
you
A persuasive request should develop the strategy using persuasive language and the ________- viewpoint
c and d
A persuasive request should open with words that accomplish which of the following? a. discuss un unrelated subject to establish a friendly tone b. demand an action from the reader c. set up the strategy d. gain attention
a, c, and d
A postscript can be used in a sales message to: a. request that readers pass information to others b. make the initial sales request c. make notes of attachments or other secondary materials d. urge the reader to act
a solicited proposal
A proposal written in response to a request from another business or organization is called:
b
A sales message that includes a significant amount of information that could be helpful to potential customers but is not necessarily part of the central appeal should: a. present the information along with the central text regardless of the length of the final sales message b. include the information in a separate page, brochure, attachment, or web link c. focus on the secondary information while directing readers to the company website for the central appeal d. be revised to omit the information entirely
true
A sincere expression of gratitude is appropriate when concluding a negative announcement. T/F
relevant
A strategic buffer is always: a. relavant b. conversational c. personal d. brief
an order acknowledgment
A thank-you message combined with a combination of purchase is known as:
a
After researching your product and potential customers, the next step in preparing to write a sales message is: a. choosing the most effective sales media b. selecting visuals to use in the message c. posting a trial message on social media or the company website d. studying sales messages used by competitors
make the claim logically
After presenting the facts that prove your claim, you should next:
true
After reading a routine message, the reader should have a clear sense of the author's purpose. T/F
c
After the opening, a persuasive request should: a. give the reader a break by discussing the weather or some other unrelated subject b. describe the educational background and work history of the person making the request c. present a compelling case for performing the requested action d. make a direct call to action
correct an alleged error
An adjustment refusal is a refusal to:
emotion
An advertisement promising to make you more attractive and popular is based on which category of persuasive appeals?
an explanation
An opening statement that might be too direct can be softened with?
buffer
An opening that identifies a message's subject without indicating that bad news will follow is known as a:
marketing departments or agencies
At large firms, information on potential customers is typically gathered by:
imagination and logic
Available to businesses large and small, ____________ and __________ are two of the best resources for preparing a sales message.
more care in construction
Compared to routine messages, moderately formal operational messages require: a. less care in construction b. the same level of care in construction c. more care in construction d. a more circuitous pattern of construction
integrated marketing communications
Coordinated selling across several media is known as:
a
Duanphen is preparing to write a business massage to a group of managers. She anticipates that the recipients will be displeased with her message. Which of the following should she do? a. she should use the indirect organizational plan b. she should use the direct organizational plan c. she should state her objective immediately d. she should write individual messages and use a friendly tone
product benefits
In terms of reader benefits, the main persuasive work should be performed by: a. added-on benefits b. imaginary benefits c. product benefits d. associative benefits
wording
In the Do-Craft direct refusal letter, the author's primary failing has to do with:
a
Earnest has to refuse a customer's request for a promotional product that is no longer available. Which of the following will help him plan his message? a. putting himself in the place of the reader who will be disappointed by the refusal b. asking himself whether his is likely to lose the reader's business over the refusal c. identifying which explanation of the refusal that reader is most likely to believe d. figuring out how to make the message impersonal because he does not know the reader
directness
Giving the reader what he or she is asking for and answering a question immediately is considered:
as you explain the bad news
If you choose to apologize in a bad-news message, where should it go? a. near the end of the message b. as you explain the bad news c. within the closing d. in place of a greeting
mention them politely but directly
If you suffered any consequences as a result of your claim, your message should:
use an indirect presentation
If your negative announcement is likely to surprise or upset readers, it is generally best to: a. use a direct presentation b. use an indirect presentation c. deliver the news in person d. deliver the news by phone
attention-getting and compelling
In order to make a reader more receptive, the opening of a persuasive request should be: a. unrelated to the subject of the request b. slow and methodical c. attention-getting and compelling d. a direct call to action
second
In order to maximize reader involvement with a sales message, the writing should use the ____________ person
what the reader needs or wants
In order to offer your reader an alternative solution, you need to understand:
b
In order to select the best strategy for a message refusing a request, you must analyze your audience and: a. consult legal guidelines b. assess your communication goals c. consult with colleagues d. determine how much time will be spent
a and b
In a business message, which of the following might you put before your objective statement in order to prevent it from sounding too blunt? a. an orienting sentence b. brief background information c. a series of bullet points d. a preview of your conclusion
request for proposals
In a business setting, the initials RFP stand for:
first
In a direct refusal, the bad news is always stated: a. last b. bluntly c. positively d. first
clear statement of the refusal
In a message refusing a request, which of the following should come immediately after the justification? a. relevant not that promotes goodwill b. clear statement of the refusal c. neutral buffer d. alternative or compromise
neutral
In a successful indirect refusal, the opening words are relevant and:
b
In an overtly persuasive message, the central appeal should come: a. in a separate message included as an attachment or follow-up discussion b. after introductory material intended to get readers or listeners on your side c. at the beginning of a document or speech in order to grab the attention of readers or listeners
relevant company policies
In making your case in an adjustment refusal message, it is customary to rely on: a. the customer's emotions b. relevant company policies c. the customer's goodwill d. legal rulings in similar cases
c
In which of the following cases should you avoid citing company policy as the reason for refusing a request? a. you were not involved in creating the policy b. you are not aware of any exceptions to the policy c. you are unable to explain the policy clearly d. you do not have the power to change the policy
a and c
Instagram is particularly useful for: a. businesses targeting young people b. retirees c. global businesses d. elementary school teachers and students
sales messages
Letters, emails, blog posts, Facebook pages, and other items persuading readers to purchase a product or service are known as:
false
Most negative announcement follow the general direct plan. T/F
general indirect plan
Negative announcements usually follow the: a. question-and-answer model b. general direct plan c. general indirect plan d. person-to-person model
false
Offering discount for future purchases in an adjustment refusal message is likely to offend customers. T/F
panic
One risk of opening a negative announcement with a blunt statement is that it might cause: a. false hope b. confusion c. panic d. mixed messages
b
One strategy for de-emphasizing bad news is to: a. state it just after your greeting b. put it in the middle of a paragraph c. divide it over several paragraphs d. put it at the start of a paragraph
false
Persuasive messages are only intended to get readers or listeners to part with their money. T/F
c
Presenting a shared problem and casting the request as a solution to the problem is called the: a. feel-good persuasion technique b. pitch-in appeal c. common-ground persuasion technique d. camaraderie-based persuasion technique
persuasion
Presenting your reasons for refusing a request depends mostly on: a. regretfulness b. persuasion c. formality d. flattery
b
Raj is composing a message to inform his colleagues that the company is reducing its contributions to employee health savings accounts. Which of the following strategies would you recommend he use? a. a direct approach that emphasizes the growing costs of health care b. an indirect approach that emphasizes other ongoing company benefits c. a direct approach that briefly states the date of the changes and asks for understanding d. an indirect approach that states the reason for the change and offers and apology
six
Research has shown that more than 80% of marketers tweet between one and ________ timers per day.
indirect approach
The approach to writing bad-news messages that requires writers to preface bad news with an explanation is known as the:
d
The best way to improve your company's chances at winning new business from a proposal is to: a. hire a full time staff for writing proposals b. use attention-grabbing visuals in your proposals c. ignore guidelines and craft a proposal that is best suited to your company's strengths d. build strong relationships with other companies before RFP's are issued
a personalized comment
The body of a business thank-you message should be phrased as:
goodwill
The closing of a direct claim should express:
a
The conclusion of a refusal message should leave readers feeling that: a. you have treated them professionally b. you want to speak with them in person c. you have granted their requests d. you may reconsider their requests in the future
b
The first step in preparing a sales message is to: a. look for a well-known figure willing to endorse the produce b. understand the produce or service you are offering c. send test messages in various formats to small samples of consumers d. research what your competition is offering
content marketing
The least direct form of persuasive messaging, which offers interesting or helpful information in place of an overt sales pitch is called:
legitimate
The majority of requests for adjustments are: a. exaggerated b. legitimate c. denied d. scams
the objective
The opening of a business message should include:
a and b
The opening segment of a proposal should include: a. a statement of your purpose b. the reader's need c. your proposed fee d. an expression of good will
c
Think about the two different Do-Craft fabrics adjustment refusal letters. Which statement best states why the indirect refusal is more successful? a. it connects with the reader on a personal level b. it uses words such as "certainly" and "carefully" c. it is clear in its refusal, but it offers another possible solution d. it provides contact information so the customer can follow up
c
What is a buffer? a. friendly statement of a bad-news message b. a discussion of possible solutions to a bad-news message c. an opening that tells the subject of a message without indicating that bad news is coming d. a brief explanation of circumstances that follows a statement of bad news
strategy
What is the biggest difference between the indirect plan and the direct plan?
d
What is the primary purpose of linking negative news to a reader benefit? a. to convince the reader that the bad news is really good news b. to establish a personal connection with the reader c. to show the reader that you are knowledgeable d. to soften the blow of the negative news
d
To build goodwill when sending an order acknowledgment, you should: a. keep is as brief and simple as possible b. limit your message to new customers c. ensure it is delivered immediately d. use a friendly, personal tone
defend it
To cite company policy as a reason for refusing a request, you must be able to:
spam
Unsolicited and unwanted sales messages in email form are called:
sales messages
Unsolicited proposals should resemble: a. content marketing blog posets b. a detailed book report c. sales messages d. an informal letter to a friend
emphasize the good news
What is a best way to handle the communication of bad news in a business message?
d
What is the primary role of logic in an indirect message? a. it comforts readers who are affected by bad news b. it convinces readers that the news is not truly bad c. it educates readers about common misconceptions d. it helps readers see that the action is warranted
a statement of goodwill
What should come at the end of a negative announcement?
specific and build goodwill
When closing a favorable response, your ending should be:
b
When deciding how to begin a routine inquiry message, you should base your objective on: a. whether or not you will be using bullet points b. your audience's likely reaction to the message c. how much information you have to support your objective d. how much explanation you think your audience requires
a
When is is appropriate to end a message with a request? a. when the request is simple, inexpensive, and likely to be accepted b. when the reader is highly resistant to the request c. when the reader is unfamiliar with your organization d. when the request is costly and time consuming
c
When setting up a buffer, think about: a. how to get to the point quickly b. what your audience wants to hear c. what will prepare your audience for bad news d. how to explain your bad news
b
When should you take a direct approach to writing claims: a. when you think the reader may have a valid counterargument b. when you think you will receive an adjustment to your claim c. when you do not have confirmable information to report d. when you believe the reader will not read the claim carefully
personal and somewhat casual
When writing a blog post, the tone should be:
the body
When writing a claim, you should provide the details necessary for your reader to understand the claim in:
thanking the reader
When writing a thank-you message, you should begin by:
choose an appropriate tone
When writing an internal-operational message, one of the first things you should do is: a. edit your statement for clarity b. make a statement of goodwill c. choose an appropriate tone d. rearrange the information in a logical way
give readers the information they want
When you are offering a positive response to an inquiry, your goal is to:
minimize the negative news
When you face a delay in delivering goods, your order acknowledgment should:
a
Where does a buffer go in a message that refuses a request? a. at the opening of the message b. after the refusal of the request c. after the explanation of the refusal d. at the conclusion of the message
a
Where does the buffer go in a message that refuses a request? a. at the opening of the message b. at the conclusion of the message c. after the explanation of the refusal d. after the refusal of the request
a direct refusal
Which adjustment refusal strategy is most likely to offend readers with its bluntness?
c
Which comes first in a persuasive request? a. an expression of goodwill b. the request to perform a specific action c. reasons why the audience should comply with your request
direct order
Which form of persuasive message would be appropriate to use when asking for subscription renewals? a. direct order b. content marketing c. indirect order
Which format is typically the most appropriate for internet proposals?
a, b, and c
Which of the following are benefits associated with blogging? a. skilled bloggers considered "thought leaders" b. sharable content via social media c. increased web and search engine presence d. extensive interaction with other web users
a, c, and e
Which of the following are common features of sales writing? a. conversational tone b. long description c. fast pace d. methodical arguments e. sentence fragments
a, d, and e
Which of the following are considered unfair or unethical tactics in sales messages? a. omitting important information b. reporting the number of satisfied customers c. relying on a celebrity endorser to vouch for a product d. use of deceptive wording or visuals e. appealing to emotions in order to bypass good judgment
a, b, and c
Which of the following are examples of a persuasive request? a. asking your boss for an ergonomic keyboard b. reminding employees to show up on time c. sending a fundraising newsletter d. writing a report on quarterly sales results
a and b
Which of the following are examples of intangible rewards? a. increased self-esteem b. gaining respect from coworkers c. a cash rebate d. a complimentary meal
a and b
Which of the following are examples of psychographic information? a. exercise habits b. favorite foods c. income d. geographic location
a, c, and d
Which of the following are goals associated with content marketing? a. increase brand awareness b. offer an immediate chance at making a purchase c. gain respect from prospective customers d. motivate readers to seek more information
a, b, and d
Which of the following are goals of content marketing? a. to impress customers with your knowledge b. to encourage customers to purchase your product when they're ready to buy c. to make overt sales pitches to viewers d. to gain brand awareness e. to create another revenue stream by charging viewers to access the content
a, c, and d
Which of the following are methods of linking to other sources of information that can be used in mailed sales messages? a. invitations to visit websites or social media b. live URL links c. addresses d. phone numbers
b, c, and d
Which of the following are objectives of an unsolicited proposal? a. to increase your social media following b. to get the reader's attention c. to build your credibility d. to describe a need and your ability to answer it
c, d, and e
Which of the following are part of the basic criteria used to evaluate a business proposal? a. number of social media followers b. entertainment value of the proposal c. return on investment d. qualifications of the proposer e. desirability of the solution
c and d
Which of the following are reasons why sales messages are considered controversial? a. they waste taxpayers' money b. only the most profitable companies can afford to use them c. many readers to not wish to receive them d. they rely on persuasive tactics that could be perceived as unethical
b and c
Which of the following are the goals in the opening of a sales message? a. to tell the reader something about your background b. to grab the reader's attention c. to motivate the reader to keep reading d. to request a specific action from the reader
a and d
Which of the following are the main goals of the opening of a persuasive request? a. lead the reader int the central strategy b. describe your company history c. make a direct appeal to action d. gain attention
a, c, and d
Which of the following are ways in which twitter can be used to promote a product or company? a. retweets of useful or interesting information from others b. long, detailed posts on new developments c. group twitter chats d. direct dialog with other users
b
Which of the following is a central goal when setting up a bad-news message? a. showing you know something about your readers b. ensuring readers views your news objectively c. diverting readers' attention from your news d. getting reader excited about your news
d
Which of the following is a characteristic of a strategic buffer? a. it is explanatory b. is is apologetic c. it is forward-looking d. it is neutral
d
Which of the following is a logical buffer to an adjustment refusal message? a. a description of a similar case b. an evaluation of the claim c. a personal note to the reader d. an acknowledgment of the clam
c
Which of the following is an effective request? a. Even though you won't see any immediate progress from your donation of $20 or more, please consider making one anyway b. You may not agree with the objectives of our organization, but your contribution of $20 or more will be put to good use c. Your contribution of $20 or more will make a profound difference in the lives of children in need d. We are all working hard to make ends meet these days, but our organization could really use your donation of $20 or more
d
Which of the following is appropriate to include in the conclusion of a negative announcement? a. an apology b. a reiteration of the news c. an objective explanation d. a commitment to readers
a mention of the topic
Which of the following is contained in a strategic buffer? a. a request for information b. a personal message c. a statement of bad news d. a mention of the topic
b
Which of the following is the most effective way to persuade a potential customer to purchase a house cleaning service? a. I always struggled to keep up with my housework before I purchased this service b. You'll love the way a fresh, clean home makes you feel c. Our customers love having a clutter-free home d. A clean home is a happy home
b, c, and e
Which of the following might be offered in a character-based appeal? a. ability to reduce monthly phone bill by up to $30 b. chance to associate with a trendsetting company c. celebrity endorsement d. chance to "de-stress your commute" e. expert testimony
a, b, and c
Which of the following scenarios would require an external proposal? a. proposing a merger with another organization b. seeking money from a grant-awarding organization c. attempting to secure business from another company d. requesting a budget increase from your department head
a, b, and c
Which of the following should be included in an RFP? a. information on the approval process b. proposal guidelines c. clear statement of the organization's need d. samples of winning proposals from the past
b and c
Which of the following should be used to determine the level of formality for a proposal? a. you energy level b. the reader's preferences and personality c. the circumstances d. the potential profit margin
a
Which statement of refusal is most likely to be successful? a. "We can grant full refunds only when the product is found to be defective." b. "Your request is not valid given your warranty." c. "We will not be able to fulfill your request at this time." d. "I regret to inform you that we are unable to fulfill your request."
a
Why is it important to end a bad-news message on a forward-looking note? a. to show that you regard your relationship with the reader as a positive one b. to show that you may change your mind about the decision in the future c. to encourage the reader to follow up with you in person d. to encourage the reader to make the request at a later date
b
Why is it not always best to apologize in bad-news messages? a. an apology indicates you think the recipient of the message is at fault b. an apology can have legal implications c. an apology suggest you don't understand the situation d. an apology will anger the recipient of a message
a
Why is stating a point of common agreement a common buffer strategy? a. it allows you to transition to why the case is an exception b. it forces the reader to acknowledge his or her errors c. it encourages the reader to respect your authority d. it allows you to create a forward-looking message
c
Xavier must inform staff that the company's on-site childcare center will be closing. It is important that his written message include: a. a discussion of how the closure could have been avoided b. a budget showing that the center is listen money each month c. a discussion of other childcare options d. a sincere apology for the loss of childcare
b
If you have a formal relationship with the recipient of a thank-you message, you should: a. avoid using the reader's name, in order to crease a sense of generality b. avoid using the reader's first name but maintain a friendly tone c. use the reader's full name to create a contrived sense of closeness d. use the reader's first name but assume a vague and distant tone
include an organized list
If your inquiry includes multiple questions, the body of your message should:
early in your message
In a favorable response, when is it best to identify which message you are responding to? a. after giving background information b. after giving your answer to the question c. in the postscript to your message d. early in your message
a
In situations where you have no further help to offer, a negative announcement should: a. call attention to benefits readers will still enjoy b. apologize to readers for the loss of benefits c. offer to work with readers one-on-one d. downplay the impact of the negative news
a and d
Individualized order acknowledgments are usually written for which of the following? a. new high-volume accounts b. customers in good standing c. routine orders d. large orders
company guidelines
Most adjustment refusals are governed by:
c
Skillful managers try to write direct messages that: a. demonstrate their managerial skills to executives b. avoid courtesy in favor of bluntness c. maintain good relations with employees d. establish clear authority and control
relevant
The closing of a request refusal message should be positive and:
d
What does the indirect approach to writing bad-news messages require? a. opening with a personal greeting before delivering bad news b. briefly stating the bad news before closing on a persona note c. spending as little time on the bad news as possible d. giving an explanation of the situation before delivering bad news
to receive compensation of remedy
What is the main goal of sending an indirect claim message?
a
When writing a favorable response to a business inquiry, which of the following should you do last? a. include a friendly comment that reinforces your message b. identify the message you are answering c. answer each question asked of you d. deemphasize negative information
d
When writing a good-news and neutral messages, you should immediately: a. alert a superior to your plan for composing the message b. ask your reader a question c. include an enumerated list d. get to the message's goal
b
When you receive a vague order, it is important to ask for information without: a. revealing that the lack of information has delayed the order b. accusing the reader of failing to give enough information c. writing more than two sentences d. directly describing what information is missing
after the direct request
Where does the explanatory material typically belong in a routine inquiry?
after the explanation
Where in a bad-news message should the actual bad news appear?
right after the buffer
Where in your message should you put the reasons for your negative news?
a, b, and c
Where should you position good news in a message that also includes bad news? a. at paragraph beginnings b. in the closing of a message c. at paragraph endings d. in the middle of a paragraph
d
Which closing strategy for a refusal request will encourage goodwill? a. repeating your apology to the reader b. thanking the reader for understanding c. reinforcing the bad-news message d. making a forward-looking statement
b, c, and d
Which of the following are appropriate formats for a business thank-you message? a. a text message b. an email c. a handwritten note d. a typed message on a company stationary
b, c, and d
Which of the following are appropriate strategies for responding to multiple questions in a message? a. choosing the most important ones and answering those b. numbering your answers c. answering each question in the order they were asked d. arranging your answers by paragraphs
a, c, and d
Which of the following are appropriate ways of opening a routine inquiry? a. providing background information b. providing an argument c. asking a broad question d. asking a specific question
a, b, and d
Which of the following are examples of extras? a. comments demonstrating interest in the reader b. suggestions for use of the information provided c. direct responses to questions asked in a previous message d. additional valuable information
a, b, and d
Which of the following are examples of informal internal-operational communications? a. instant message exchanges about work b. casual memorandums c. employee handbooks d. emails
a, b, and d
Which of the following are examples of internal-operational communications? a. memorandums b. documents posted on bulletin boards c. direct and indirect claims d. internal emails
a, b, and c
Which of the following are objectives of a good business message? a. implying something indirectly to the reader b. making the reader feel something c. encouraging the reader to take action d. informing the reader about something
c and d
Which of the following are recommended ways to begin business messages? a. you should take an assertive and authoritative tone b. you should focus on your goal only and not worry about your audience c. you should consider how your audience is likely to react d. you should analyze your audience
a, c, and d
Which of the following are true of formal operational messages? a. they may be updated with new materials b. they have no official status c. they may be compiled in manuals d. they may be stored on an intranet
b, c, and d
Which of the following are true of formal operational messages? a. they should use complex wording in order to ensure a formal tone b. they should be understood by employees with a range of verbal skills c. they may include numbered steps or topics d. they should follow an order that enables quick understanding
a, b, and d
Which of the following are typically found in the body of a message? a. recommended actions b. answers to questions c. overarching objective d. detailed information
a and c
Which of the following are useful ways to phrase your request for a claim? a. leave the decision to the reader b. denigrate the reader for his or her failure c. directly state what you want d. offer to let the matter go, without further compensation
a, b, and c
Which of the following are ways to create goodwill in the ending of a routine inquiry? a. tailor the ending to fit the message's topic b. include important deadlines in the ending c. include reasons for the deadlines in the ending d. make the ending sufficiently generic
routine
Which of the following best characterizes an order acknowledgment? a. negative b. lengthy c. routine d. personalized
d
Which of the following best describes the purpose of sending a thank-you message to a customer or client? a. to avoid apologizing for errors in the future b. to show you are a skilled self-promoter c. to acknowledge your faults publicly d. to improve your company's professional image
a
Which of the following best describes why you would include an explanation in a routine inquiry? a. to guide your reader in answering a complex question b. to reduce the overall length of your message c. to demonstrate how much you know about a subject d. to provide an indirect rather than direct message
a, c, and d
Which of the following can appropriately characterize a thank-you message? a. businesslike b. curt c. informal d. long
a, b, and d
Which of the following can help your reader identify the message you are answering in an email? a. the subject line b. a mention in the body of your response c. the goodwill ending d. the thread
offering an alternative
Which of the following can make a refusal positive? a. using firm language b. offering a general conclusion c. offering an alternative d. leaving the message open-ended
honest and straightforward
Which of the following characteristics are typical of the tone of casual operational messages? a. honest b. carefully qualified c. straightforward d. aggressive
c
Which of the following does a negative announcement often require? a. suggesting that the bad news can turn out to be good news b. allowing readers a chance to voice their concerns about the bad news c. helping readers solve the problem the bad news creates d. offering to compensate readers for problems the bad news creates
d
Which of the following is a common way to transition from the buffer to an explanation of why a customer's request must be refused? a. ask the customer to put herself in your position b. apologize for disappointing the customer c. encourage the customer to think about the future d. state a point of common agreement
d
Which of the following is a difference between direct and indirect bad-news messages? a. each is designed for a different audience b. only the indirect plan follows a general pattern c. only the direct plan requires communicating a main point d. each follows a different strategy
c
Which of the following is a strategy for setting up negative news? a. connecting with the reader personally b. encouraging the reader's continued loyalty c. explaining the fairness of an action d. inviting feedback from the reader
meeting customer expectations
Which of the following is considered a routine practice for most businesses? a. writing claim messages b. losing merchandise during shipment c. meeting customer expectations d. addressing billing mistakes
a mention of the topic
Which of the following is contained in a strategic buffer? a. a request for information b. a mention of the topic c. a statement of bad news d. a personal message
identify the problem
Which of the following is the first step in the process of writing an indirect claim message? a. identify the problem b. give facts to support to claim c. suggest a solution d. express gratitude
c
Which of the following is true of a sentence that begins "Will you please tell me..."? a. it should be preceded by a bullet b. it should be rephrased in order to seem less blunt c. it is structured in true question form d. it indirectly hints at requested information instead of asking directly
b
Which of the following outcomes is associated with the direct method of refusing a request? a. readers are more likely to accept your explanation b. readers have an immediately negative impression c. readers believe you care about them d. readers may be unsure of your decision
c and d
Which of the following phrases might comprise your chances of receiving an adjustment quickly? a. "I did not receive the merchandise." b. "I spotted an error." c. "I'm highly disappointed." d. "I'd like to complain."
a, b, and c
Which of the following should be covered in formal inter-operational communications? a. company policies b. organizational directives c. corporate procedures d. employee out-of-the -office status
b, c, and d
Which of the following should be included in an order acknowledgment? a. a routine inquiry phrased as a true question b. details about the shipments of the goods c. a mention that the goods have been shipped d. a concluding note of goodwill
a, c, and d
Which of the following should be true of a moderately formal operational message? a. it should be clear b. it should include substantial background information c. it should be courteous d. it should be concise
a, c, and d
Which of the following should you consider when you anticipate your audience's reaction to a claim might be negative: a. making a phone call b. sending a candid email c. filing an indirect claim d. having an in-person conversation
b and d
Which of the following should your language focus on when you want to minimize the negative news? a. what didn't happen b. what will happen c. what won't happen d. what might happen
b
Which sentence best describe the purpose of an indirect strategy for adjustment refusal? a. it shifts emphasis away from the company and its products b. it shifts emphasis away from the bad news c. it allows for a direct response from the reader d. it allows for a more detailed discussion of company policies
a and c
Why might a customer send a written claim to a company over email instead of calling the company directly? a. it may be difficult to reach a live representative through the company's customer service number b. email claims are more likely to be approved than those placed over the phone c. the customer wants to have a written record of her or his conversation d. email claims are usually addressed much more quickly than those placed over the phone