BUS 215 – Practice Exam 2 (#3) – Flashcards
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Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
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If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be received, you may send a goodwill message via e-mail.
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Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and
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suggesting a new product or service, expressing your appreciation for the customer's business or anticipating future business, referring to the desire to be of service and to satisfy customers = All answer choices are correct
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In the closing of a claim message, you should
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promote goodwill and summarize your request.
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Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?
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Thanks for your kind words regarding my promotion.
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Which of the following is not a goal when writing adjustment messages?
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To verify the honesty of the customer's claim
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When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of the deceased, assure the receiver of your concern, offer assistance, and
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conclude on a reassuring note.
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Most companies receiving a claim message tend to
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respond promptly because they want to maintain customer goodwill and loyalty.
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Which statement about a sympathy message is most accurate?
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Sympathy messages are probably more difficult to write than any other kind of message, Sympathy messages should reference the death or misfortune sensitively, Sympathy messages should praise the deceased in a personal way = All statements are accurate.
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Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will
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identify enclosed copies of all pertinent documents.
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Which of the following would be least effective in a sympathy note?
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I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.
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When business writers request information or action that will likely be received positively, they should frontload their messages, which requires
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putting the most significant statement first.
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Which of the following sentences represents an appropriate end date in a claim message?
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Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12.
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Which of the following is the most important part of a negative message?
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An explanation of the reasons for the bad news
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Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?
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Analyze the bad news to see how it will affect his reader.
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Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is
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ensuring that your reasoning will be read while the receiver is still receptive
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When presenting the reasons for bad news, you should
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use positive wording, explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability, cite benefits to the reader or others = All answer choices are correct
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When writers must convey bad news, they must carefully consider all of the following except the
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total number of words they use.
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All of the following are effective techniques for softening bad news except
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positioning the bad news at the beginning or end of a paragraph
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You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?
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Beginning last month, our restaurant was closed on Sundays.
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You can soften the blow of the bad news in refusing a typical request or claim by
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implying the refusal.
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When you must deliver bad news to one person or a small group, you should usually
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deliver the message in person
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Receivers are far more likely to accept negative news when you show that the decision was
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fair, impartial, rational = All answer choices are correct
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Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except
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let the employees find out through the office grapevine.
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Which of the following would be an effective way to begin a bad-news message using the indirect strategy?
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Complimenting the reader, providing a statement of mutual agreement, revealing the bad news, = All answer choices would be effective techniques to open a bad-news message using the indirect strategy.
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A bad-news message, whether delivered in person or in writing, is usually better received when you
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give the reasons before the bad news
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To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should follow?
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Justify the right margin.
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Podcasts and wikis are part of the new user-centered virtual environment called
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Web 2.0.
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When writing or responding to a blog, you should
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correct any errors in your grammar, spelling, and mechanics.
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Which of the following is not a social networking site?
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Firefox
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An e-mail message or memo usually ends with action information, dates, or deadlines; a summary of the message; or a
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closing thought
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Podcasts are used by
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News organizations and media outlets, educational institutions, and businesses all use podcasts to deliver information.
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Eyasu must create a corporate blog. Which of the following should he use in his blog?
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Expressive action verbs; numbers, bullets, and subheadings; conversational language = Eyasu should use all these techniques in his blog.
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Companies use blogs for all of the following reasons except
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conducting job interviews
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Tara is starting a new job that will allow her to use text messaging. What advice should she follow?
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Identify herself when texting a new contact.
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Most e-mail messages and memos
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have nonsensitive topics and begin directly.
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All of the following statements about social networking are accurate except
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only teenagers use social networking sites to communicate with others.
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Seng must inform his staff about the new process for accessing the company's intranet from remote locations. What communication channel should Seng use to convey this information?
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Memo
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Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?
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Please Attend Staff Meeting August 15
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Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What does AIDA represent?
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Attention, interest, desire, and action
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Learning to compose effective sales and marketing messages benefits you because
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techniques for sales writing can be applied in any persuasive communication
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In the body of a persuasive request, you can reduce resistance by
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anticipating objections and offering counterarguments.
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You must write a sales message to prospective customers. What should you do in the opening of your sales message?
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Offer something valuable, promise a benefit to the reader, or use some other technique to gain your reader's attention.
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Persuasion in today's businesses focuses on
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influencing others
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As a persuasive writer, you should practice all of the following except
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offering a bribe or kickback to ensure that you win over your audience.
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Persuasive claim messages are also called
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complaint messages.
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The opener for a sales message should be
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stimulating, relevant, honest, and short (1-5 lines).
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When developing a claim message, you should
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close the message by clearly specifying what you want done, describe the problem without providing a long, detailed account of the issue, include copies of relevant materials = All answer choices are correct.
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On behalf of your civic organization, you are inviting a motivational speaker to your semiannual meeting. In your request you guarantee the speaker an enthusiastic audience and a positive impact on the community, both of which emphasize
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indirect benefits to the reader
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Sammie is planning a persuasive request. What advice should she follow for the opening of her request?
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Capture the reader's attention and interest.
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Techniques to elicit audience desire and overcome reader resistance in a marketing message include all of the following except
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application forms.
