Business Communications ch 7-10 – Flashcards
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An e-mail message would appropriate for all of the following situations except ________ . a. as a substitute for face-to-face conversations or phone calls b. when requesting information and responding to inquiries c. as a cover document when sending longer attachments d. when sending an identical message to multiple receivers
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a
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Which of these is the most effective closing for an e-mail message? a. So that we may meet our project deadline date, please provide answers to these questions by March 18. b. I hope that you'll do all you can to provide answers to these questions. c. If you have any questions about this request, please do not hesitate to call. d. Please let me know if I can be of any further assistance.
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a
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When replying to an e-mail, what tip should you follow? a. Always keep the subject line the same to avoid confusion. b. Begin your response with the main idea. c. Avoid headings and lists to keep your response short. d. Include all parts of the original message.
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b
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Memos are necessary for internal communications that are long, demand formality, inform employees who may not have access to e-mail, and ________ . a. request information b. respond to general inquiries c. require a permanent record d. are sales related
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c
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Which of the following subject lines would be most effective for an e-mail or memo? a. A training opportunity will take place May 15. b. FYI--PhotoShop Training, May 15 c. Training d. IMPORTANT
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b
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Although instant messaging and texting can save time and simplify communication with customers and coworkers, employees should ________ before using either of these on the job. a. use a phone call to thank the customer or coworker for his or her willingness to use the technology b. prepare, review, and revise a draft in hard copy c. check their employers' policies to ensure they have permission d. find a public, no-cost service to send messages
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c
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Which of the following is good advice when sending texts or instant messages on the job? a. Make yourself available at all times so that customers can contact you 24/7. b. Send sensitive information to individuals you trust. c. Use jargon, slang, and abbreviations to save keystrokes and to reduce message length. d. Use good grammar and proper spelling.
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d
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Businesses have embraced podcasting for sending audio and video messages that ________ . a. do not require a live presence yet provide a friendly human face b. require a live presence to respond to questions c. are short clips of less than five minutes and can be easily downloaded d. provide feedback and allow visitors to leave comments
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a
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A Web-based tool that enables multiple users to collaboratively create, post, edit, and access information is a ________ . a. blog b. social network c. wiki d. podcast
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c
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A blog is a(n) ________ . a. website with journal entries on any imaginable topic usually written by one person b. audio or video file than can be played on a variety of devices such as smartphones, tablets, or computers c. data file that transmits changing Web content such as news items or videos d. very brief message sent from cellular phones using short message service protocol
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a
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Businesses use blogs to keep customers and employees informed and to interact with them. What is the biggest advantage of business blogs? a. Viewers typically add their favorite blog contents to their own sites. b. They can be downloaded to a computer, a smartphone, or an MP3 player to be enjoyed on the go without subsequent Web access. c. They can be produced with inexpensive recording, editing, and publishing software. d. They potentially reach a far-flung, vast audience.
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d
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What is the best advice for blogging? a. Create long messages to demonstrate your topic knowledge. b. Avoid adding links to other sites within your blog. c. Identify your audience and tailor your message to your audience. d. Be creative by avoiding the use of standard templates.
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c
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Which of the following statements about social networking is inaccurate? a. Social networks provide no liabilities for businesses. b. Social networks can reduce the amount of time necessary for product development and implementation. c. Employees in dispersed geographical areas can be easily connected through social networks. d. Businesses can use social networks to solicit customer feedback.
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a
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Which of the following is the best tip for employees who use social networking sites? a. Encourage your friends to tag you in photographs to demonstrate your popularity. b. Respond positively to some colleagues' requests to become a "friend," but block colleagues with whom you have little in common. c. Establish boundaries, and don't share information online that you would not be comfortable sharing openly in the office. d. Use the privacy settings to hide sensitive contents from the employer and to create total protection from prying eyes.
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c
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Many companies now use RSS (Really Simply Syndication) to ________ . a. analyze statistical data b. create budgets and forecasting information c. keep informed of breaking news d. monitor employee Internet use
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c
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A complimentary closing such as Cheers or All the best is optional in the closing of an e-mail message, but providing your name is mandatory. a. True b. False
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a
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When responding to an e-mail message, insert your responses to parts of the incoming message using a different font or color or your initials. a. True b. False
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a
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Unlike e-mail, instant and text messaging are not subject to discovery and may not be used in lawsuits. a. True b. False
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b
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Do not use texting or instant messaging at work to notify others of sad news, sensitive business matters, or urgent meetings. a. True b. False
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a
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Like Twitter, podcasts, blogs, and wikis are part of the new user-centered virtual environment called Web 2.0. a. True b. False
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a
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Wikis can be used to collect and disseminate information to large audiences to create a database for knowledge management, to generate feedback from employees, to facilitate project management, and to share information between corporate headquarters and satellite offices. a. True b. False
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a
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Although businesses use blogs to keep employees in remote locations in touch with others in the organization, they haven't yet found ways to use blogs for public relations, customer relations, crisis management, or market research. a. True b. False
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b
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"Blogrolling" means that you respond to other bloggers' postings and avoid rude or unprofessional messages. a. True b. False
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b
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Recruiters now routinely check applicants' online presence in the screening process. a. True b. False
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a
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To demonstrate professionalism, you should avoid sending personal e-mails, instant messages, or texts from work. a. True b. False
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a
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Before beginning a message, you should ask yourself these questions: Do I really need to write this message? Why am I writing? How will the reader react? What channel should I use? and ________ a. How important is this message to my career? b. What is the most effective organization for my message? c. How can I save my reader's time? d. What research must I conduct?
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c
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Mark just got off the phone with a client and wants a permanent record of the conversation. To create a record of their conversation, Mark should prepare a(n) ________ and send it to his client. a. handwritten note b. e-mail c. letter d. text message
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c
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In Phase ________ of the writing process, you will conduct research, organize information, and compose the first draft. a. 4 b. 2 c. 3 d. 1
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b
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Natalia is writing the opening for a business message that is making a routine request. She believes her request will be received positively a. the rationale to support her request b. the main idea c. a note of appreciation for the receiver's assistance d. an explanation of her needs before making the request
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b
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Choose the best closing for a routine request message that asks the receiver to complete a survey. a. Thank you in advance for completing this survey at your earliest convenience. b. We would like to know your views on the smoking ban referendum. c. Thanks for returning your completed survey before October 15 when we will start compiling the results. d. Please complete and return your survey as soon as possible.
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c
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Choose the best opening for a response to a routine request e-mail. a. Definitely! b. I received your message. c. I am responding to your e-mail message of December 15. d. I would be willing to speak at your meeting on February 1.
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d
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What is the best advice to follow when responding to customers online? a. Wait at least two days to respond. b. Avoid stating your name or position to maintain your anonymity. c. Respond in a friendly, upbeat, yet professional tone. d. Avoid accepting blame for any problems or mistakes.
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c
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Instruction messages will be most readable if you divide the instructions into steps, list the steps in the order in which they are to be performed, arrange the items vertically with numbers, and ________ . a. describe any alternative methods for these steps b. anticipate and explain any future problems c. begin each step with an action verb using the imperative mood d. promise a successful outcome if the directions are followed precisely
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c
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Which of the following is the most effective closing for a message issuing instructions? a. This new process is not an option; it is a requirement for production line workers. b. We cannot afford to repair these machines on a weekly basis any longer. c. Following this new process will ensure less down time on the production line, which will help you achieve your production goals. d. It's essential that we all comply with this new process, or we will have major breakdowns.
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c
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Which of the following is the best opening for a routine claim letter? a. Please send a contractor to repaint our office conference room. b. I am outraged at the quality of work your company performed. c. I am writing this letter to make a claim against your company's service. d. We hired your firm based on several recommendations from companies we trusted.
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a
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What is the best advice to follow when writing an online review or complaint? a. Include at least three screens of details to support your review or complaint. b. Avoid including your name to the online review or complaint so that you can't be tracked down. c. Accept a cash payment for a favorable critique. d. Keep your review or complaint clean, polite, and succinct.
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d
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Which of the following is not a goal in writing adjustment letters? a. To rectify a wrong, if one exists b. To regain the confidence of the customer c. To encourage future correspondence with the customer d. To promote future business
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c
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Which of the following is the best opening for an adjustment letter? a. We are so sorry to hear that two of your espresso cups arrived broken. b. Thank you for your letter dated May 25 in which you told us that two of your espresso cups arrived broken. c. Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received. d. Although our company policy prohibits cash refunds, we'll make an exception in your case.
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c
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What is the best advice to follow when writing adjustment messages? a. Avoid the use of negative words. b. Assure the reader that the problem or issue will never recur. c. Provide the names of individuals within your company who were responsible for the problem. d. Assign blame to the customer when he or she is at fault.
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a
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Goodwill messages should ________ . a. be written in third person b. be lengthy to demonstrate your emotions c. focus on the writer rather than the receiver d. include specific incidents or characteristics of the receiver
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d
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Most messages in the workplace are positive or neutral. a. True b. False
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a
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The final step in Phase 3 of the 3-x-3 writing process is proofreading the product. a. True b. False
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b
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When writing a direct response letter, the first sentence should explain who you are and why you are responding. a. True b. False
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b
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The following step is an effective statement for the body of an instruction message: Your signed contract should be returned in the enclosed, preaddressed envelope. a. True b. False
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b
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Claim letters are taken more seriously than telephone calls or e-mails. a. True b. False
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a
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In the body of a claim letter, explain the problem and justify your request. a. True b. False
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a
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The following sentences would be appropriate in the closing of an adjustment letter: Your description of your experience with the software is appreciated a. True b. False
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b
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Goodwill messages should be written as quickly as possible after the event being recognized. a. True b. False
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a
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When saying thank-you to an individual, use a ready-made card rather than writing a letter because letters are viewed as more formal. a. True b. False
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b
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Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ________ . a. matter was treated seriously and fairly b. company CEO authorized the bad news c. decision was personal d. company will still correspond with them
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a
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Which of the following is not a goal in conveying negative news? a. Emphasizing that your company does not make errors b. Conveying empathy and sensitivity c. Being fair d. Projecting a professional image
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a
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Check My Work When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ________ . a. proofreading your message at least three times b. sending a gift, coupon, or complimentary item to the individual c. providing no personal feelings or opinions in your message d. responding to an issue within 24 hours
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c
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Using the direct strategy to deliver bad news is appropriate for all of the following situations except ________ . a. when firmness is necessary b. when the bad news is not damaging c. when the receiver may overlook the bad news d. when the bad news is unexpected
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d
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Using the indirect strategy enables the writer to ________ . a. entertain the reader with humor or startling facts before getting to the bad news b. talk around the subject, avoiding the sharing of bad news entirely c. keep the reader's attention until the reasons for the bad news have been explained d. avoid any statements that might lead to litigation
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c
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What is the correct order of ideas when using the indirect strategy to reveal bad news? a. Reasons, buffer, bad news, pleasant close b. Bad news, reasons, pleasant close c. Buffer, reasons, bad news, pleasant close d. Buffer, bad news, reasons, pleasant close
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c
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Which of the following is the best example of an effective buffer in a bad-news letter denying a customer's claim? a. Thanks so much for your letter and telling us about your espresso machine. b. This is in reply to your letter of January 25, wherein you claim your espresso machine stopped working. c. We are very sorry to have to tell you that we are unable to repair your espresso machine free of charge. d. We know that you expect superior performance from all the products you purchase from Espresso Enterprises.
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d
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Which of the following sentences delivers bad news using the passive voice? a. Our company doesn't allow merchandise refunds without a receipt. b. Merchandise refunds are not given at our company without a receipt. c. Company policy prohibits merchandise refunds without a receipt. d. You need a receipt to return merchandise for a refund at this company.
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b
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Select the best closing sentence of a bad-news letter. a. We regret that we are unable to offer you the position at this time. b. If you have further questions about this hiring decision, please call me immediately. c. Once again, we want you to know how sorry we are that we're unable to offer you the position. d. We appreciate your interest in our organization, and we wish you the best of luck in your job search.
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d
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When you are preparing a message that will refuse a typical request, you should first determine ________ . a. what type of correspondence to use b. how the message will affect the receiver c. when to deliver the bad news d. what type of organizational pattern to use
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b
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What is the best advice to follow when dealing with disappointed customers in print or online? a. Refer the problem to your legal department. b. Address the problems immediately and personally. c. Use the direct strategy when communicating with the customer. d. Assure the customer that the issue will never happen again.
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b
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All of the following are reasons why written messages may be used to respond to disappointed customers except ________ . a. to promote good relations b. to demonstrate the writer's command of the English language c. to establish a record of the incident d. to formally confirm follow-up procedures
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b
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One of the most important goals in a letter that refuses credit is to ________ . a. retain customers on a cash basis b. use the indirect method and imply the refusal c. apologize for the refusal and promise credit in the future d. offer convincing reasons for the refusal
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a
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When delivering bad news face to face within an organization, what is the best advice to follow? a. Outline what you have to say before delivering the bad news. b. Focus only on the present. c. Deliver the bad news on a Friday afternoon so that the person has time to cool down over the weekend. d. Always go alone.
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a
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Most job refusal letters ________ . a. give concrete reasons the candidate was not hired b. are general, simple, and short c. follow the direct pattern d. provide as much information as possible
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b
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Readers are more likely to accept negative messages if the tone is friendly and respectful. a. True b. False
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a
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To be actionable (likely to result in a lawsuit), abusive language must be in writing. a. True b. False
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b
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Bad news messages should always be organized indirectly. a. True b. False
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b
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Bad news may be easier to accept when revealed gradually. a. True b. False
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a
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"We are sorry that mistakes were made in filling your order" is a well-written apology. a. True b. False
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b
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In the sentence Although we must discontinue the health club benefit, all other benefits will remain unchanged, the bad news has been de-emphasized. a. True b. False
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a
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References to resale information or promotion are never appropriate in bad-news messages. a. True b. False
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b
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When informing customers of price hikes or rate increases, you should explain the reasons by associating them to increased consumer benefits. a. True b. False
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a
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When delivering bad news in person, you must first decide if the negative news is newsworthy. a. True b. False
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a
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Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired. a. True b. False
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b
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Which of the following is not a component of persuasion? a. Free choice b. Message transmission c. Coercion d. Conscious effort
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c
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Which of the following is not a trigger that causes individuals to change a behavior or an attitude? a. Scarcity b. Dominance c. Authority d. Commitment
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b
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Which statement about persuasion in the digital age is accurate? a. Persuasive messages travel more slowly in today's world than in previous years. b. Persuasion is complex and impersonal. c. Very few businesses today send persuasive messages. d. The number of persuasive messages has declined in recent years.
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b
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What is the correct order of ideas for a persuasive request using the indirect strategy? a. Gain attention, manipulate mindset, reduce resistance, build interest b. Gain attention, build interest, prompt action c. Gain attention, build interest, elicit desire, prompt action d. Gain attention, prompt action
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c
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You must write a letter convincing your reader to donate money to your company's annual United Way campaign. What indirect benefit to the reader could you incorporate within your letter? a. A statement indicating that all donors will be publicly recognized on the company website b. A United Way pin c. A statement acknowledging that all donations are tax deductible d. A statement regarding the need for charitable donations and the power of giving
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d
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Which of the following best prompts action in a persuasive message? a. We look forward to hearing from you at your earliest convenience. b. Our professional landscaping services will help you make a good first impression with your customers. Call us by June 30 to take advantage of our summer discount. c. If you agree that our landscaping services can help you in some way, we hope to hear from you soon. d. We know that you'll want to use our landscaping services, so we'll come by on Monday morning to finalize the contract.
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b
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When you are writing to complain about something and you believe that your request a. both direct and indirect appeals b. the direct strategy c. the indirect strategy d. only indirect appeals
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b
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Dale is writing a claim letter to a company about a damaged product he received. As Dale is composing his letter to the company, what advice should he follow? a. Provide a detailed chronology of the order, damaged product, and shipping details. b. End the claim letter indicating that he will contact the Better Business Bureau if his claim is not resolved. c. Begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem. d. Include the originals of all relevant paperwork.
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c
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Melinda must write a message to her employees to convey the new procedure for handling customer complaints. Melinda should ________ . a. include words such as "should" and "must" frequently to convey the seriousness of her message b. threaten her employees if they do not follow the new procedure c. state the purpose of her message immediately d. withhold the purpose of her message until the end
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c
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When selling an idea to management, writers often are successful if they make a strong case for saving ________ . a. time b. money c. face d. paper
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b
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Malcolm is creating a message to send to his boss and is hoping to convince his boss to implement a four-day work week. Malcolm should ________ . a. avoid any facts, figures, or evidence until his boss has agreed to the proposal b. begin his message with "This may sound ridiculous, but..." to get his boss's attention c. discuss the risks and benefits to the employer and the employee d. include phrases such as "This company must institute a four-day work week" to increase his persuasive appeals
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c
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Stressing how a product or service will help the reader make money is an example of a(n) ________ . a. logical fallacy b. emotional appeal c. circular reasoning d. rational appeal
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d
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What technique should you use when writing an e-mail sales message? a. Place the most important information last. b. Write a catchy subject line. c. Leave the action date open. d. Develop at least three selling points.
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b
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What is the best advice for expressing price in a sales letter if price may be an obstacle? a. Mention the price right away so that it doesn't look as if you are hiding it. b. Omit price altogether. c. Compare your prices with those of a competitor. d. Show the total price only for clarity.
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c
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A press release should ________ . a. focus totally on selling the writer's company and its products b. be at least four double-spaced pages to demonstrate its importance c. reveal the news in the last paragraph for dramatic effect d. present the news early in the message
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d
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Persuasive messages are always delivered verbally. a. True b. False
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b
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The first step in planning a persuasive message is determining its purpose. a. True b. False
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a
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When using the AIDA strategy to present a persuasive message, you should develop desire in the closing of your message. a. True b. False
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b
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A persuader is effective only when he or she is believable. a. True b. False
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a
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Generally, the indirect strategy is best for requesting straightforward adjustments. a. True b. False
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b
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Holly is writing a complaint letter. She will be most effective if she appeals to the receiver's sense of responsibility and pride in the company's good name. a. True b. False
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a
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Instructions or directives moving downward from superiors to subordinates usually require little persuasion. a. True b. False
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a
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Your primary goal in writing a sales message is to get someone to devote a few moments of attention to it. a. True b. False
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a
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The first rule of e-marketing is to communicate only with those who have given permission. a. True b. False
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a
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News releases should cover the answers to the five Ws and one H (who, what, when, where, why, how) in the first sentence to be most effective. a. True b. False
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b
