BUS 215 – Practice Exam 2 – Flashcards

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What is the current advice on the use of a greeting on business e-mail?
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Begin with a greeting to provide a visual cue and to show friendliness.
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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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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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Blogs are most similar to
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journal entries.
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Travis has asked you for some advice regarding the use of social networking in the workplace. What advice will you share?
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Establish boundaries, and don't share information online that you wouldn't share openly in the office.
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Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and
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may become evidence in court.
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What advice should you follow when using down-editing to reply to an e-mail message?
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Delete the sender's message header, signature, and all unnecessary parts
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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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The final element of an e-mail message should be
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your name and full contact information.
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Most e-mail messages and memos
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have nonsensitive topics and begin directly.
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Businesses use social networking to
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connect dispersed employees, provide a forum for collaboration, to solicit customer feedback when researching and developing products = All answer choices demonstrate how businesses use social networks.
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Yer's company has decided to let employees use instant messaging (IM) as an internal communication tool, and she wants to make sure that she's using it professionally. What
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Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages.
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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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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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The closing of a bad-news message may include all of the following except
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a restatement of the bad news.
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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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Although businesses prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are mostlikely to use which of the following?
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Hard-copy memos
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All of the following are helpful tips to deliver a bad-news message personally in the workplace except
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focus on the future and avoid discussing the past or the present.
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Which of the following is not a helpful tip for apologizing in a negative-news message?
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Focus on your regret.
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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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The buffer in a bad-news message is a
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statement that reduces shock or pain and encourages the receiver to continue reading.
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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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All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and
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follow up with a message that documents the phone call and promotes goodwill.
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Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written
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carefully.
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The buffer in a bad-news message to employees should
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be a neutral or positive statement that transitions to the reasons for the bad news.
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When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide
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whether to use the direct or the indirect strategy.
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Which of the following illustrates a testimonial?
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After completing your training, I received job offers from three employers in one week!
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Persuasive claim or complaint messages are often written when
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products are damaged, wrong shipments are delivered, mistakes in billing occur = All answer choices are correct
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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.
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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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All of the following messages to subordinates would use the indirect strategy except
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instructions to operate the new phone system installed in all offices.
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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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You can effectively build interest in a sales message by
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emphasizing central selling points identified in the prewriting analysis.
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Your primary goal in writing a sales or marketing message is to
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get your audience to devote a few moments of attention to your message
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When writing persuasive claim or complaint messages, you should
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use a moderate tone.
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Effective persuasive claim messages
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present a logical case with clear facts.
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Persuasive claim messages are also called
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complaint messages.
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Techniques to motivate action in the closing of a sales message include offering a gift, promising an incentive, guaranteeing satisfaction, and
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limiting the offer.
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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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Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?
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A clear description of the desired action
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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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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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In the popular block letter format, which of the following guidelines apply?
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Use ragged, unjustified right margins.
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In which of the following situations should you send a letter instead of an e-mail message?
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You are asking leading members of the community to contribute to a fundraising event to improve local parks.
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Goodwill messages should be short, selfless, specific, spontaneous, and
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sincere.
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End dates and specific actions in a routine request message should be placed in the
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closing.
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Although e-mail is successful for both internal and external communication, you should still use letters when
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formality and sensitivity are essential.
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Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?
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In a bulleted or numbered list in the body of her message
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Most workplace messages should be organized
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directly.
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A subject line in a direct reply letter
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generally refers in abbreviated form to previous correspondence and/or summarizes a message.
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