question

How do organizations use podcasts?

answer

Organizations use podcasts for all of these purposes.

question

The most important part of an e-mail message is its ____________________.

answer

subject line

question

Michelle has just been appointed to a virtual team that will use a wiki to keep in touch, and she wants to be a valuable team participant and contributor to the wiki. What is the best advice you can give her?

answer

Verify all facts before posting them to the wiki.

question

What is the biggest advantage of business blogs?

answer

they potentially reach a far-flung, vast audien

question

Instant messaging (IM) and texting should not be used in the workplace.

answer

False

question

Which of the following is not a standard guide word used in e-mail messages and memos?

answer

RESPONSE

question

The major attraction of instant messaging (IM) in the workplace is that it allows real-time communication with colleagues anywhere in the world.

answer

true

question

Which of the following statements about e-mail in the workplace is most accurate?

answer

Typical businesspeople spend at least two hours a day writing and replying to e-mail messages.

question

Which of the following situations is most appropriate for sending an e-mail message?

answer

Sabrina wants to know whether her supervisor is available for a meeting next week.

question

Lindsay, a sales rep, has just learned that she will be allowed to text with her colleagues and clients during work hours. What is the best advice you can give her to ensure that she is using this tool professionally?

answer

Don't text while driving a car on her sales calls.

question

Virginia has just been hired by a marketing firm that uses social and other electronic media. What advice should Virginia follow to protect herself?

answer

Learn her company's rules about the use of electronic media.

question

What is a benefit of text messaging?

answer

All of these choices are benefits of text messaging.

question

Which of the following will most likely prompt a reader to open your blog post?

answer

A catchy title or headline

question

A professional blog should provide fresh content regularly.

answer

True

question

Which of the following statements about blogs is most accurate?

answer

Marketing firms are looking closely at blogs because blogs can invite spontaneous consumer feedback faster and more cheaply than traditional consumer research tools.

question

Which of the following subject lines is most effective?

answer

Attend Our Sales Meeting on January 30

question

Important is an example of an effective, attention-getting subject line.

answer

False

question

What is the most effective strategy for controlling your e-mail inbox?

answer

Check your e-mail at set times.

question

How do organizations share podcasts with employees, customers, and other users?

answer

Organizations share podcasts with their audiences in all of these ways.

question

Desktop computers remain hugely popular in today's workplace.

answer

False

question

Which of the following services will allow you to send instant messages?

answer

All of these choices

question

Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your advice. What should you tell him?

answer

Use a commercial hosting site such as Blogger, Tumblr, or WordPress.

question

What is a benefit of instant messaging?

answer

All of these choices are benefits of instant messaging.

question

What is the best advice for writing e-mail messages?

answer

Make your e-mail messages easier to read and to comprehend by using bulleted and numbered lists and headings.

question

How do organizations use social media?

answer

Organizations use social media for all these purposes.

question

Liliana must be able to access her company's accounting records and accounting software from remote locations. What technology will allow her to store and to access data and software application in remote network clusters?

answer

Cloud computing

question

Alonzo has just been assigned to create a blog to use for market research and viral marketing. What advice would you give him?

answer

Scrutinize the blogosphere for buzz and for positive or negative postings about his organization and its products.

question

As Nathan begins his business career, he will probably find himself writing more ____ than other types of messages.

answer

e-mail messages

question

Including a subject line in an e-mail message is optional because these messages are usually short.

answer

False

question

Which of the following is a similarity in e-mail messages and memos?

answer

Both generally close with action information, a summary of the message, or a closing thought.

question

How do organizations use wikis?

answer

Organizations use wikis for all these purposes.

question

E-mail is appropriate for short, informal messages that request information and respond to inquiries.

answer

True

question

Which of the following statements about digital media in the workplace is least accurate?

answer

Desktop computers are still the most popular choice in most business offices.

question

Chatham Industries would like to provide live tech support to its customers. What is the best communication channel for doing this?

answer

Instant messaging

question

Instant messages can be exchanged only on computers.

answer

False

question

What is the most accurate statement about podcasts?

answer

Webcasting for audio and vcasting for video content are more accurate terms to use in place of podcast and podcasting.

question

Even privacy settings on social networking sites do not guarantee complete protection.

answer

True

question

Podcasts can be played only on iPods.

answer

False

question

Which of the following is an e-mail etiquette rule?

answer

All of these are e-mail etiquette rules. Soften the tone by including a friendly greeting and closing. Obtain approval before forwarding any e-mail message Avoid writing in ALL CAPS.

question

Annette wants to start a blog for her small business. What should she do first?

answer

Identify her audience.

question

Karen, a real estate agent, wants to create simple podcasts that will allow her clients to take virtual tours of available properties. What should she focus on first?

answer

Providing quality content with an authentic voice

question

Monique wants to be an effective e-mail communicator. What should she do?

answer

Monica should do all of these.

question

How do organizations use blogs?

answer

Organizations use blogs for all these purposes.

question

Because blogs are informal, bloggers do not have to worry about being grammatically correct.

answer

False

question

Once you delete an e-mail message, it's gone forever and cannot be retrieved.

answer

False

question

Which of the following statements is most accurate?

answer

Twitter, podcasts, and wikis are part of the new user-centered virtual environment called Web 2.0.

question

A colleague has suggested that you down-edit your e-mail message when replying to be more efficient. What should you do?

answer

Insert your responses to parts of the incoming message, and include only those parts of the incoming message to which you are responding.

question

Aimee has discovered a production problem that will cause this month's shipments to be a few days late. Because her Brazilian customers will need to know about this problem right away, Aimee should

answer

send an e-mail message.

question

Which of the following is the most effective closing for an e-mail message?

answer

Please send your time sheet to me by August 31 so that we can process your paycheck.

question

Memos are necessary for important internal messages

answer

that meet all of these criteria.

question

The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.

answer

True

question

Which of the following is a potential risk for businesses that use social media?

answer

All of these are potential risks for businesses that use social media.

question

Because the recipient's name appears in the header of an e-mail message, you don't have to include a greeting at the beginning of your message.

answer

False

question

Instant messaging is more interactive and immediate than e-mail.

answer

True

question

Instant messages and text messages can become evidence in court cases and lawsuits.

answer

True

question

Businesses use social networking sites such as Facebook and Twitter to connect with customers and employees, share company news, and exchange ideas.

answer

True

question

What is the best advice for organizing e-mail messages?

answer

Consider using side headings to better organize longer e-mail messages.

question

What is the most accurate statement about instant messaging (IM) and text messaging?

answer

Text messaging requires a short message service (SMS) supplied by a cell phone service provider or a voice over Internet protocol (VoIP) service.

question

In most businesses today, e-mail has been overtaken by texting and social media.

answer

False

question

Justin would like to use text messaging on the job to communicate one-on-one with his customers. What should Justin do first?

answer

Ask his supervisor for permission to use text messaging.

question

Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean?

answer

Emphasize the big news up front, supported with specifics and background information.

question

RSS feed readers can be accessed only on desktop and laptop computers.

answer

False

question

Daniel has to compose an important e-mail message to a client. What advice should Daniel follow?

answer

Send only content he would want published.

question

Which of the following actions on electronic media could get you in trouble or even fired?

answer

All these actions on electronic media could get you in trouble or even fired.

question

The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?

answer

Savvy

question

Instructions will be most readable if the steps are presented in a numbered vertical list.

answer

True

question

What is the best advice for writing the body of a routine request message?

answer

Remember that the quality of the information obtained from the request depends on the clarity of your inquiry.

question

Which of the following is the best example of a situation justifying a straightforward claim?

answer

All of these choices are examples of direct claims.

question

Phone calls and e-mail messages are usually taken more seriously than a written claim letter.

answer

False

question

Our company will be holding an employee retreat early next year is an example of putting the most important information in the beginning of a message to a hotel requesting information about accommodations.

answer

False

question

Which of the following is the best opening sentence for a direct response message?

answer

Here are the answers to the questions you asked about our banquet facilities.

question

Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to

answer

write a letter to someone in charge at the website where she booked her hotel.

question

Where should you place the main idea in a business letter?

answer

The first sentence

question

Instruction messages should be written

answer

using a straightforward, direct approach.

question

Which of the following is the most effective subject line for a routine response message?

answer

Your June 5 Inquiry About Barcelona Travel Packages

question

Which of the following instructions is in the imperative (command) mood?

answer

Sign and date the agreement.

question

The opening of a direct claim letter should

answer

open with a clear statement of the problem or with the action you want the receiver to take.

question

What should you do in the body of an adjustment letter?

answer

Explain how you are complying with the claim.

question

The majority of your writing on the job will involve

answer

routine, positive messages.

question

Thank you in advance for your cooperation is an effective and professional way to show appreciation in a request letter.

answer

False

question

Pull the red lever is an example of an instruction in the imperative mood.

answer

True

question

Which of the following is the best closing sentence for a message requesting information?

answer

Your answers to these questions by April 30 will help us decide which product to purchase.

question

An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.

answer

True

question

Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.

answer

False

question

Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase?

answer

Collect any necessary information

question

If you have any further questions, please do not hesitate to call is an effective and professional way to end a routine response message.

answer

False

question

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?

answer

Use a friendly, upbeat, professional tone.

question

What is the least accurate statement about business letters in today's digital age?

answer

In certain situations letters are still the preferred channel of communication for delivering messages inside an organization.

question

When should you send a thank-you note?

answer

You should write a thank-you note for all these situations.

question

Which of the following is the best opening for an adjustment message?

answer

We have credited your account for $36 to refund your dining bill.

question

A phone call or face-to-face visit is a better channel choice than e-mail when you need to

answer

All of these choices.

question

Which of the following is the best closing sentence for direct response message?

answer

Once you've read these answers to your questions, please contact us for an on-site consultation.

question

Routine request and response messages should be written using

answer

the direct strategy.

question

A business letter is a better channel choice than e-mail

answer

when the matter requires confidentiality.

question

The first sentence of an information request is usually a(n) __________ or a polite command.

answer

Question

question

Straightforward, direct claims are those to which you expect the receiver to agree readily.

answer

True

question

Because sympathy notes can be difficult to write, you should always purchase a commercial, preprinted sympathy card to make the best impression.

answer

False

question

Very few businesses make adjustments promptly.

answer

False

question

Companies should respond to every comment left by customers on social media sites.

answer

False

question

Allison is in Phase 1 of the writing process and is trying to decide how she can save her reader's time by making her message easier to comprehend at a glance. What can she do?

answer

Allison can do all of these to save her reader's time.

question

A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.

answer

False

question

What is the least accurate statement about routine response messages?

answer

Routine response messages generally use the indirect organizational pattern.

question

Which of the following is a command disguised as a polite request?

answer

Will you please send my order by USPS Priority Mail.

question

What is the most accurate statement about sending goodwill messages e via e-mail?

answer

If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable.

question

What is the most accurate statement about direct claim and complaint messages?

answer

Letters establish a record of what happened more convincingly than other communication channels.

question

Most routine request and response messages should be organized using the indirect strategy.

answer

False

question

What is the most accurate statement about goodwill messages?

answer

Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured

question

Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary.

answer

True

question

In today's digital age, business letters have become obsolete.

answer

False

question

The most emphatic positions in a message are the

answer

opening and closing.

question

Which of the following is the best opening for a straightforward claim letter?

answer

Please credit my Visa account for $36, the amount I was overcharged on November 8.

question

Which of the following is the best closing for an adjustment message?

answer

We hope that this refund check proves our commitment to providing excellent customer service.

question

What is the most accurate statement about writing skills and social media?

answer

Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.

question

Goodwill messages?such as thank-you notes and condolence messages?are often more difficult to write than other types of routine business documents

answer

True

question

Which of the following is not a goal in writing adjustment messages?

answer

To avoid future correspondence with the customer

question

It's not necessary to respond when you receive a written congratulatory note.

answer

False

question

You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?

answer

A business letter is a better channel choice than e-mail

question

As you prepare to write a business message, you should first ask, "What communication channel should I use?"

answer

False

question

An adjustment message granting a claim should be arranged using the direct pattern.

answer

True

question

What is the most accurate statement about apologizing in an adjustment message?

answer

People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of "psychological compensation."

question

Goodwill messages?such as thank-you notes and condolence messages?are often more difficult to write than other types of routine business documents.

answer

True

question

If you have a complaint against a company, you should begin by posting your comments online on various social media sites.

answer

False

question

Delay in writing a claim letter makes the claim appear less important to the receiver.

answer

True

question

We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message.

answer

False

question

When writing a positive review of a company or product, it's best to include suggestions for improvement.

answer

True

question

Which of the following is the best statement to include in a goodwill message?

answer

We are so sorry, Marti, to learn of the loss of your husband Rich.

question

Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use?

answer

Memo

question

Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?

answer

E-mail, text, or IM

question

An effective opener for a message replying to a customer's request might be Yes, our retreat facilities, which can accommodate 126 people, are available on March 9-12, 2015.

answer

True

question

For which of the following situations would a business letter be more appropriate than an e-mail message?

answer

Thanking your boss for a birthday gift she gave you

question

William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first?

answer

Analyze the purpose of the letter and the reader.

question

Goodwill messages should use phrases such as Thank you from the bottom of my heart or It gives me great pleasure to extend my congratulations.

answer

False

question

Stephen is working on a business letter and is in the third phase of the 3-x-3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?

answer

Evaluate the effectiveness of the letter from the reader's standpoint.

question

What should you do in the closing of an instruction message?

answer

Try to tie following the instructions to benefits to the organization or individual.

question

In the workplace, most messages are positive or neutral and, therefore, direct.

answer

True

question

Which of the following is the best closing for a straightforward claim letter?

answer

Please credit $36 to my account by December 31, when my next billing cycle begins.

question

Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.

answer

True

question

Where should deadlines and action information be placed in a routine request message?

answer

In the closing

question

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

answer

Include positives as well as negatives in the review.

question

Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message?

answer

Please answer the following questions about your new malware removal program.

question

Which of the following is the best example of placing the most important information first in a routine information request message?

answer

Please answer the following questions about your office printers.

question

Showing that you are angry is an effective technique for getting a claim granted because it shows the intensity of your emotions.

answer

False

question

Of the following questions, what one should you ask yourself first as you begin to prepare a message?

answer

Do I really need to write this e-mail, memo, or letter?

question

Action information, including deadline dates, should be placed in the body of a routine request message.

answer

False

question

Most job refusal letters

answer

use the indirect strategy.

question

You're not sure how your reader will react to the bad news you will be delivering. What should you do?

answer

Organize the bad-news message using the indirect strategy.

question

In which of the following sentences has the bad news been placed in a subordinate clause?

answer

Although our wellness program must be discontinued, all other benefits will remain the same.

question

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which communication tool is acceptable?

answer

Any of these digital communication tools is acceptable for delivering bad news to employees.

question

The most effective statement in a bad-news letter declining an invitation to speak to a professional organization would be

answer

Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.

question

The most important part of a negative-news message is the section that explains the reasons for the bad news

answer

True

question

What is the most accurate statement about keeping the indirect strategy ethical?

answer

By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.

question

The best placement for a statement of bad news in a message is

answer

in a subordinate clause.

question

Select the most accurate statement.

answer

An employee's words, decisions, and opinions are assumed to represent those of the organization.

question

Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused.

answer

False

question

Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this?

answer

Agreement

question

Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?

answer

As soon as we receive your payment, we'll ship your order.

question

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties?

answer

She has used abusive language.

question

When should the direct pattern be used to communicate negative news?

answer

When firmness is necessary

question

When organizations are involved in a crisis such as serious financial problems or public controversy, they are wise to keep the bad news from employees, customers, and stockholders for as long as possible.

answer

False

question

Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?

answer

By trying to make herself look good, she is guilty of the "good-guy syndrome."

question

Which of the following statements is most accurate?

answer

In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.

question

Bad things that require the delivery of negative messages happen in all businesses.

answer

True

question

Peter must deny an employee's request to work from home two days a week. What is the best way to begin this bad-news message?

answer

You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis.

question

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are

answer

general, simple, and short.

question

In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be

answer

libel.

question

Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.

answer

False

question

Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation.

answer

The services you provide for homeless families in our community are necessary and important.

question

One reason that customers leave complaint messages on social networking sites such as Facebook and Twitter is that they may receive faster responses to online postes and tweets than to customer service calls.

answer

True

question

Following up on bad-news in writing is important to

answer

Following up on bad news in writing is important for all these purposes.

question

You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter.

answer

False

question

Roger's company will be raising the prices of its basic services, and Roger must write to customers to inform them of these increases. What is the most important thing he should do when writing this message?

answer

Explain the reasons and hook the increase to benefits.

question

What is the best advice for delivering the bad news?

answer

Suggest a compromise or alternative

question

You are opening a new restaurant and realize that customers might post reviews online. What should you do?

answer

You should do all of these.

question

When should the indirect pattern be used to communicate negative news?

answer

When the bad news is personally upsetting

question

Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.

answer

True

question

What is the best advice for writing a letter that turns down a customer's claim?

answer

Consider offering resale information to build the customer's confidence in your products or organization.

question

Rate increases and price hikes should always be communicated in a written letter, and never announced online.

answer

False

question

What is the best advice for closing a bad-news letter?

answer

Close with something forward looking that assumes future business.

question

Readers often accept bad news better when they feel that their requests have been heard and that they have been treated fairly.

answer

True

question

Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence "Although we would love to have your class visit our company, much of the work area is too dangerous for group tours." What has Chuck done that might lead to legal difficulties?

answer

He has used careless language.

question

A good technique for de-emphasizing negative news is to place it at the end of a paragraph.

answer

False

question

Which is the most effective statement in a letter to a customer denying credit?

answer

To learn more about your credit record, log onto http://www.ftc.gov/freereports to obtain your free credit reports.

question

A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do?

answer

Reply to the customer's post within 24 hours.

question

Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be

answer

Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.

question

Goldstar Investments has just learned that it is being sued for securities fraud. What should top management at Goldstar do?

answer

Hold a press conference to announce the bad news before the media does.

question

When denying an application for employment, be as specific as possible about why the candidate was rejected.

answer

False

question

A letter refusing credit might include a statement such as Cash purchases receive a 2 percent discount.

answer

True

question

The bad feelings associated with disappointing news can generally be reduced if the receiver

answer

All of these choices.

question

What do most companies do first for damage control when a problem arises?

answer

Call or e-mail the individual involved must receive a notice of "adverse action" from the business explaining. the decision

question

Katie makes an abusive statement about David. This language will be actionable if

answer

all of these are true.

question

The purpose of a buffer statement in a negative message is to

answer

reduce the reader's shock or pain related to the bad news.

question

Which of the following is not one of the goals in communicating negative news?

answer

To hide the real reason for the negative news

question

Which of the following is an appropriate statement when saying no to job applicants?

answer

We appreciate your interest in our company and wish you every success in your job search.

question

You must refuse a customer's request to return an item. What should you do first?

answer

Think about how the receiver will react to your refusal.

question

A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business

answer

True

question

Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to deliver the bad news to this employee tactfully, professionally, and safely?

answer

Gerald should prepare and rehearse what he will say.

question

The most effective statement in a letter to a local charitable organization refusing its request for a donation would be

answer

Even though our budget won't allow a contribution this year, we hope to be able to contribute next year.

question

The major differences between the direct and indirect strategies are whether you start with a buffer and

answer

how early you explain the reasons for the negative news.

question

When declining an invitation, a statement, such as Unfortunately, because of a fully booked schedule, I will be unable to serve as your keynote speaker, should be presented by itself in a short paragraph to ensure that it won't be overlooked.

answer

False

question

Which of the following sentences most effectively implies the refusal?

answer

Although I'll be in Southeast Asia on business on the date of your annual conference, I could speak to members prior to that date.

question

Because Alexis knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern.

answer

False

question

When denying a claim, use a statement such as If you had read the instruction booklet that came with the air conditioner, you would have known to change the filter every three months to let the customer know why the claim must be refused.

answer

False

question

The most important part of a negative-news message is the section that explains the reasons for the bad news.

answer

True

question

Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced. She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first?

answer

Analyze the bad news to determine how it will affect the reader.

question

Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter?

answer

Buffer, reasons, bad news, closing

question

Which of the following would not be included in the closing paragraph of a bad-news message?

answer

A reference to an enclosed coupon, certificate, or other freebie

question

Because employees act as agents of their organizations, their words, decisions, and opinions are assumed to represent those of the organization.

answer

True

question

To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.

answer

False

question

Which of the following is the best advice when presenting the reasons for the bad news?

answer

Cite reader or other benefits if plausible.

question

You should never apologize in a negative-news message because doing so admits responsibility.

answer

False

question

Which of the following is the best advice during Phase 1 of the writing process when delivering negative news?

answer

Delivering negative news in a letter on company stationery will be more impressive than in an e-mail.

question

What is the most accurate statement about negative workplace messages?

answer

Some businesses have to respond to complaints voiced on social network sites such as Facebook and Twitter.

question

Timothy is writing a bad-news message to his supervisor and is now in Phase 3 of the writing process. What should he do during this phase?

answer

He should do all of these.

question

We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.

answer

False

question

What is the best advice for closing a bad-news letter?

answer

Close with something forward looking that assumes future business.

question

Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed?

answer

We enjoyed meeting you last week to discuss your qualifications for the medical clerk position.

question

What statement about delivering bad news within an organization is most accurate?

answer

A tactful tone is useful when communicating bad news within organizations.

question

Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be

answer

Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.

question

Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.

answer

False

question

Jeannie must deliver bad news to her staff in person, and she knows they'll be upset. What should Jeannie do first to prepare for the meeting?

answer

9

question

Would you like to reduce your daily commute time? is an effective statement for the opening paragraph of a sales message.

answer

True

question

The best persuasive requests

answer

anticipate audience resistance

question

Which of the following will most likely require persuasion within an organization?

answer

An employee proposes a tuition reimbursement program to the company's board of directors.

question

Which of the following would be the best way to begin a persuasive claim or complaint letter?

answer

Open with an objective statement of the problem.

question

Which of the following situations requires use of the AIDA (indirect) strategy?

answer

An invitation to a local politician to speak at your professional organization's awards banquet

question

The statement A Kodak all-in-one printer may cost a little more, but you'll pay far less for replacement ink than you will with other printers

answer

reduces resistance.

question

Heather wants to convince her supervisor to invest in new smartphones for the sales staff. What is the best thing Heather can do in her proposal?

answer

Show how the smartphones will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales.

question

Constance is writing a proposal for her board of directors to request that her company implement a wellness program. The first thing she should do is to

answer

decide on the purpose of her proposal.

question

If you expect resistance or need to educate the reader, use the direct approach for your persuasive message.

answer

False

question

Paul wants to convince the members of his staff to begin exercising more. He should use an indirect organizational pattern.

answer

True

question

Social media are well suited for overt selling.

answer

False

question

Which of the following messages moving downward from superiors to subordinates will most likely require persuasion?

answer

Requesting that employees participate in a charity 5K run that takes place outside of work hours

question

In a sales letter promoting its new hybrid vehicle, a car company included this sentence: Our new hybrid model will save you hundreds of dollars annually on gasoline expenses. The company is focusing on indirect benefits of purchasing this vehicle.

answer

False

question

In a letter advertising its recycling services, The Greenfield Recycling Company stresses that customers will feel the satisfaction of knowing that they have helped to preserve the environment. This persuasive technique relies on

answer

indirect benefits to the reader.

question

Alisha is writing a sales message to advertise the services provided by the day spa she manages. In the letter she mentions rest, relaxation, and spoiling oneself for the day. Alisha is using what type of appeal?

answer

Emotional appeal

question

An effective way of dealing with price is to delay mentioning it until after you've created a desire for the product or service.

answer

True

question

Which is the least accurate statement about today's digital-age corporations?

answer

Today's executives will likely rely on the power of position when issuing commands to subordinates.

question

Which message would be most effective when organized indirectly?

answer

An e-mail message asking employees to donate to a local charity through payroll deductions

question

When promoting products and writing sales letters, which of the following is legal?

answer

Including a "puffery" statement such as We offer the best service in the industry!

question

When using the indirect (AIDA) strategy to write a persuasive message, begin the message by overcoming any resistance your reader might have.

answer

False

question

An example of an emotional appeal is You can reduce your gasoline expenses by installing our fuel-efficient tires on your vehicle.

answer

False

question

Which of the following is not an effective persuasion technique?

answer

Incite fear.

question

What is the least accurate statement about persuasion in today's digital age?

answer

Most of us are excellent persuaders and recognize persuasive tactics directed at us.

question

When writing a claim letter to a company, you're more likely to be successful if you

answer

appeal to the company's sense of responsibility and pride in its good name.

question

Persuading someone to change a belief or to perform an action is less effective when done in writing than when done face-to-face.

answer

False

question

Managers trying to persuade employees should use words such as should and must to make their messages more powerful.

answer

False

question

Amanda is writing a claim letter about unsatisfactory service she received at a recent business dinner. She should enclose a copy of her restaurant receipt.

answer

True

question

Which of the following statements about building interest in persuasive messages is most accurate?

answer

After capturing attention, a persuasive request must retain that attention and convince the audience that the request is reasonable.

question

Which of the following statements about complaint messages is least accurate?

answer

Anger and emotion are effective persuaders in complaint messages.

question

The manager of a bookstore plans to use e-mail to send an online sales message announcing a special sale. What is the best advice to make this e-marketing campaign successful?

answer

Send the e-mail sales message only to those who have given permission.

question

Orhan is writing a persuasive message to potential customers and opens with this sentence You can reduce your monthly energy bill by 30 percent or more. He is gaining his reader's attention by using what type of opening statement?

answer

A reader benefit

question

Byron has ended a sales message with the sentence Book your vacation by May 15 to receive a seventh night free. What technique is he using to motivate action?

answer

Setting a deadline

question

Coleton has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. What should he do next according to the 3-x-3 writing process?

answer

Collect data and organize it.

question

In persuading a busy executive to visit a college class, which of the following illustrates a direct benefit to the reader?

answer

You will receive a $500 honorarium.

question

In persuading the owner of your company to allow you to telecommute, which of the following illustrates an indirect benefit to the reader?

answer

My working from home will help to protect the environment.

question

When you are writing to complain about something and you're worried that your reader might be reluctant to grant your claim, you should use

answer

the indirect strategy.

question

The statement Did you know you can get home delivery of your local newspaper for 40 percent less than the newsstand price?

answer

gains attention by asking a question that focuses on reader benefits.

question

Messages flowing downward such as information about procedures, equipment, or customer service generally use

answer

the direct strategy.

question

Adam is writing a proposal to the board of directors about an idea he has for a new product line. What should he do to best persuade the members to adopt his idea?

answer

Show how his proposal will increase company revenues.

question

In the digital age, persuasive skills are becoming less important at work.

answer

False

question

Effective persuaders may choose from different organizational strategies to get the results they want. Which of the following is the most accurate statement about organizational patterns?

answer

When you expect resistance or when you need to educate the receiver, use the indirect organizational pattern.

question

Persuasion in the twenty-first century is different from persuasion in previous historic periods in distinct ways. Which of the following is not one of the striking developments that have occurred in the past three decades?

answer

Persuasive techniques are less subtle and misleading.

question

The direct pattern is best when a past claim has been refused or ignored or if you anticipate reluctance to your claim.

answer

False

question

Rational appeals are generally appropriate when a product is inexpensive, short-lived, or nonessential.

answer

False

question

Smart companies should focus exclusively on e-marketing since direct-mail marketing is obsolete.

answer

False

question

A strong motivator that encourages ethical behavior in business is the desire to

answer

maintain one's reputation and credibility.

question

Many individuals and companies are willing to grant requests for time, money, information, cooperation, and special privileges for which of the following reasons?

answer

Many individuals and companies are willing to grant requests for time, money, information, cooperation, and special privileges for all these reasons.

question

The first step when writing a sales letter is to analyze the product and the purpose for writing.

answer

True

question

Dwayne wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message?

answer

Dwayne's target audience will likely ask all of these questions.

question

An effective location for your strongest motivator is in the postscript to a sales message.

answer

True

question

Last month our technical support personnel handled an additional 200 calls; that higher call volume increased our customer wait time per call by 15 percent is an example of an effective opener for a persuasive message recommending a solution to this problem.

answer

True

question

Which of the following situations would require a persuasive claim or complaint letter?

answer

Chelsea's transmission failed two months after her car warranty expired.

question

To be persuasive in a claim letter, you should suggest that the receiver intentionally deceived you or intentionally created the problem.

answer

False

question

The best press releases

answer

focus on information that appeals to a target audience.

question

To start your home water delivery service immediately, call us at 1-800-555-1111 is an example of

answer

motivating action.

question

Which of the following statements about direct mail marketing is most accurate?

answer

Sales letters are generally written by specialists.

question

The most effective sales messages follow this pattern:

answer

gain attention, build interest, elicit desire and reduce resistance, motivate action.

question

Never provide e-mail recipients a means for opting out of receiving your e-mail sales messages because you'll lose potential customers.

answer

False

question

A successful and practical persuasive message shows receivers how your request will help them solve a problem, achieve a personal or work objective, or make life easier.

answer

True

question

The best persuasive requests anticipate audience resistance.

answer

True

question

The first step in planning a persuasive message is determining the purpose since it establishes the strategy of the message.

answer

True

question

An effective opener for a press release might be WB Lending Corporation supports the community by sponsoring Dunwoody Elementary School's Read-to-Learn Program.

answer

True

question

Which of the following statements about building interest in persuasive messages is most accurate?

answer

After capturing attention, a persuasive request must retain that attention and convince the audience that the request is reasonable.

question

When price is an obstacle, the most effective sales messages reduce resistance by

answer

showing the price in small units.

question

Which of the following statements would be the best closing for a persuasive claim or complaint letter?

answer

Please credit my account for $256 by August 31, which is when my next billing cycle begins.

question

Which of the following sentences best motivates action in a persuasive message?

answer

The ethics training we provide will help your employees effectively resolve workplace-related ethical dilemmas. Please call me by August 1 so that your training sessions can begin by August 15.

question

In which of the following situations is the writer being unethical?

answer

Taylor writes an e-mail message focusing on a small perk offered in the new health coverage, but she deliberately de-emphasizes a reduction in total coverage.

question

What does the statement Persuasion is free choice mean?

answer

All of these describe the statement Persuasion is free choice.

question

Which of the following would be an effective persuasive technique for a manager attempting to persuade her employees to take part in a wellness program?

answer

Warm words and a conversational tone

question

Which of the following is an effective way for persuasive writers and speakers to establish credibility with an audience?

answer

Establish their expertise.

question

Which of the following actions is unethical?

answer

All these actions are unethical.

question

Persuasive techniques in the digital age are more subtle and misleading.

answer

True

question

Which of the following defines persuasion?

answer

All of these are part of the definition of persuasion.

question

Kyoung has an espresso maker that stopped working properly within the warranty period. He plans to write a claim letter to the company. Because he feels his request to have his espresso maker repaired at no cost is justified and will be granted, he should use

answer

the direct strategy.

question

Suggestions made by subordinates to managers usually require

answer

skillful persuasive communication.

question

Andrew, the head of his company's accounting department, is writing a persuasive message to encourage his staff to cut operating costs. What should he do to generate cooperation and buy-in?

answer

Be clear about his objective, and ask for and incorporate his employees' ideas for cutting costs.

question

An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.

answer

true

question

The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision

answer

Fair Credit Reporting Act

question

The most important part of a bad-news letter is

answer

the section that explains the reasons for the bad news.

question

The reasons for refusing credit should always be clearly explained.

answer

False

question

Which of the following statements about direct claims is most accurate?

answer

Written claims are taken more seriously than claims made by phone or e-mail.

question

A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?

answer

Ignore the comments.

question

Daniel is writing an e-mail message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?

answer

I appreciate this information because it will allow me to make an effective decision about which plan to choose.

question

James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?

answer

Letter

question

Kevin is writing a routine e-mail request. The main idea or purpose of his message should be placed in

answer

the opening.

question

The best business writers do what in the opening paragraph of a routine request message?

answer

State immediately why they are writing.

question

What is the least accurate statement about posting complaints online?

answer

If you want a company to pay attention to your complaint, post it online.

question

E-mail is an effective communication channel for critical work situations such as human resources annual reviews, discipline, and promotions.

answer

False

question

Experts predict that social media will become as important for the economy as mobile phones and cloud computing.

answer

True

question

Podcasting is one of the most popular Web 2.0 tools.

answer

False

question

Readers tend to look for deadlines and action information in the body of an e-mail message or memo.

answer

False

question

Please let me know if I may be of further assistance is an example of an effective, professional closing for an e-mail message or memo.

answer

False

question

Maya will be using e-mail on the job and wants to learn how to write effective subject lines. What is the best advice you can give her?

answer

Change the subject line if the topic changes after repeated replies.

question

Ashley has just been hired for her first full-time position and has been told that she can use social media on the job. What should she do to appear professional and to ensure that she keeps her job?

answer

Share only information, images, and media online that she would be comfortable sharing opening in the office.

question

What is the most accurate statement about the use of blogs to provide up-to-date information to the press and the public?

answer

Many companies now use blogs for crowdsourcing promotions to connect with their customers and to generate buzz that they hope will go viral on the Internet.

question

Rowena must read and reply to several e-mail messages. What is the best tip she can follow to make sure that she handles her e-mail professionally?

answer

Change the subject line if the subject changes

question

Which of the following statements about social networking sites is most accurate?

answer

Users over fifty-five are driving the growth of social networking via the mobile Internet.

question

Daniel is resigning from his position as a management consultant and would like a permanent record of his official resignation. Which of the following is the best communication channel for him to resign and to inform his supervisor of his resignation?

answer

Letter

question

Americans spend the most time online playing online games, followed by visiting social network sites and blogs.

answer

false

question

Messages in today's digital age are shorter and more frequent than in the past.

answer

true

question

What is a disadvantage of text messaging?

answer

Employees using free consumer-grade instant messaging systems might reveal privileged information and company records.

question

In the workplace, Wikis are used exclusively by information technology departments.

answer

false

question

Which of the following is not a common business use of blogs?

answer

To allow remote team members to share information and to access and edit their documents online

question

What is a major advantage of wikis?

answer

Both b. and c.

question

Shondra is starting a new administrative position and knows that she'll be writing a lot of e-mail messages. What is the best advice you can give her?

answer

Don't put anything in an e-mail message that you wouldn't post on your office door.

question

Type your name at the bottom of an e-mail message only when you are writing to someone you don't know.

answer

False

question

Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.

answer

False

question

Shannon was angry about something that happened at work and called her boss a "fraudster" and a "criminal" on her personal Facebook page. What has Shannon done that might lead to legal difficulties?

answer

She has used abusive language.

question

Morgan has decided that she must apologize to a customer in her buffer. Which of the following is the best example of an effective apology?

answer

You have every right to be concerned, and we sincerely apologize for the delay in filling your order. To prevent this from occurring again, we have upgraded our software and retrained our order takers.

question

Which of the following sentences uses the passive voice to present the bad news?

answer

Although the social media specialist position has been filled, we wish you well in your job search.

question

Which is the most effective statement in a letter to a customer denying a claim?

answer

You can purchase a replacement battery pack at a 30 percent discount.

question

We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.

answer

False

question

To be actionable (likely to result in a lawsuit), abusive language must be false.

answer

True

question

Select the best subject line for a memo delivering bad news to employees.

answer

Change in Parking Benefit

question

The bad feelings associated with disappointing news can generally be reduced if the reader is not told the reasons for the rejection.

answer

False

question

Although I am unable to speak to your class at this time, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.

answer

True

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