question

T/F: Neutral messages contain content that is not likely to generate an emotional message from the receiver.

answer

ANS: T

question

T/F: Memorandums, or memos, are appropriate for communication both inside and outside the company.

answer

ANS: F

question

T/F: Because message expectations and social conventions differ among cultures, effective communicators adapt their strategies when communicating with various audiences.

answer

ANS: T

question

T/F: Zappos focuses on customer service throughout the company as the means to building customer loyalty.

answer

ANS: T

question

T/F: Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.

answer

ANS: T

question

T/F: Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message.

answer

ANS: T

question

T/F: The usual American strategies for structuring good-news and neutral-news messages can be generally applied to international audiences.

answer

ANS: F

question

T/F: The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format.

answer

ANS: T

question

T/F: Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.

answer

ANS: T

question

T/F: An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.

answer

ANS: T

question

T/F: Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically.

answer

ANS: T

question

T/F: Goodwill messages can be designed to build strong, lasting relationships among employees, clients, customers, and various other groups.

answer

ANS: T

question

T/F: Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive.

answer

ANS: T

question

T/F: It is acceptable to send a message of appreciation that includes strong, somewhat exaggerated language when the sender believes the statements to be true.

answer

ANS: F

question

T/F: The strategies for routine claims and persuasive claims differ because with a persuasive claim, a request will likely be granted only after explanations and arguments have been presented.

answer

ANS: T

question

T/F: An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.

answer

ANS: F

question

T/F: Cultural beliefs and practices impact the ways specific cultures organize messages.

answer

ANS: T

question

T/F: Voicemail communication is extremely important because on most business calls, you most likely will be leaving a message rather than talking to someone.

answer

ANS: T

question

T/F: Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

answer

ANS: T

question

T/F: The impersonal nature of form letters makes them inappropriate for business purposes.

answer

ANS: F

question

T/F: An acknowledgment message is sent to indicate an order has been received and processed.

answer

ANS: T

question

T/F: When asked to provide credit information about an account holder, good advice is to report only facts and avoid opinions about the applicant.

answer

ANS: T

question

T/F: The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.

answer

ANS: F

question

T/F: Asking a colleague or employee to walk through the steps outlined in a procedural document is recommended prior to finalizing the document.

answer

ANS: T

question

T/F: Memos or email messages are the most frequent methods for sharing procedures and instructions for internal business communication when a written record is needed.

answer

ANS: T

question

T/F: Using numbers when possible eliminates potential confusion with international audiences because dates and amounts are conveyed in the same way throughout the world.

answer

ANS: F

question

T/F: One recommended way to check the quality of your voice mail system is to pretend you don't know your direct line or extension number and place a call to yourself.

answer

ANS: T

question

T/F: Cookie blocking will prevent unwanted tracing of your computer activities while allowing subscribed online services to continue operating.

answer

ANS: F

question

T/F: Zappos has simplified the information-seeking process for customers through the FAQ section on the company website, effectively reducing the need for customers to call the company.

answer

ANS: T

question

If you need to convey information that contains good- or neutral-news, you could use a. letters but not e-mail or voice mail. b. e-mail but not letters or voice mail. c. e-mail and letters but not voice mail. d. e-mail, memos, or voice mail.

answer

ANS: D

question

As compared to letters, memos and email are channels for sharing information of a somewhat ____ nature. a. formal b. informal c. negative d. personal

answer

ANS: B

question

The organization of business messages should be organized based on a. a prediction of the receiver's reaction to the main idea. b. the deductive sequence. c. the inductive sequence. d. a reflection of the writer's mood and personality.

answer

ANS: A

question

The strategies for structuring effective good- and neutral-news messages a. follow the inductive sequence. b. vary dramatically from one company to another. c. can generally be applied to cultures around the world. d. are generally consistent among North American audiences.

answer

ANS: D

question

The steps for the deductive sequence approach for a good-news message are a. begin with the details, state the main idea, and end on a friendly thought. b. begin with the main idea, provide details and explanation, and end on a future-oriented closing thought. c. start with a friendly thought, provide details, and end with the main idea. d. none of the above

answer

ANS: B

question

Email messages and memos differ from letters in that they are a. written to employees within a company. b. less formal in tone and formatting. c. subject to less grammatical scrutiny. d. more formal in tone.

answer

ANS: B

question

Mary has a neutral message to deliver to a co-worker. What delivery options would be the most effective? a. Letter, email, or telephone b. Memo, instant messaging, or letter c. Letter, phone, or in person d. Memo, email, or phone

answer

ANS: D

question

Shaneka is writing a message to an intercultural audience to explain the short-term goals of the organization. Which of the following should she NOT use when writing for her audience? a. Abbreviations, acronyms, and technical jargon b. Figures for expressing numbers c. Graphics and visual aids d. Simple terms

answer

ANS: A

question

Which of the following is NOT an advantage of the deductive sequence approach for a good-news message? a. The first sentence receives attention since it is in an emphatic position. b. The good news in the first sentence puts receivers in a good frame of mind. c. The organization is persuasive and calls for action. d. The receiver can understand the important idea and move quickly through the supporting details.

answer

ANS: C

question

Which of the following is recommended advice when writing an appreciation message? a. Time the message to arrive two to three weeks following the action or event. b. Use slight overstatements to communicate your favorable attitude. c. Avoid specific remarks about the receiver's performance or achievement. d. Consider sending a copy of the appreciation message to the individual's supervisor.

answer

ANS: D

question

A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as a. a negative news message. b. an attempt to preserve a relationship. c. unwelcomed, since a verbal apology is more meaningful. d. a misdirected communication.

answer

ANS: B

question

Your staff has worked hard to successfully complete a project for a large advertising client. Which of the following is the BEST way for you to express thanks to the staff? a. Thank them at the staff meeting next month. b. Post a note on the company intranet. c. Ask your administrative assistant to post a note in the lunchroom. d. Send an email immediately to all staff.

answer

ANS: D

question

Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered a a. persuasive claim. b. complaint. c. routine claim. d. negative news message.

answer

ANS: C

question

Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims. a. persuasive b. inductive c. routine d. negative news

answer

ANS: C

question

In writing a routine claim, a. the message should begin with a request for action. b. the message should begin with the details and explanation. c. the message should begin with an expression of appreciation of the business relationship. d. none of the above.

answer

ANS: A

question

Which of the following is NOT good advice for writing a routine claim? a. Use the direct approach. b. Use a persuasive, forceful tone. c. Assume the request will be granted. d. Avoid an accusatory tone.

answer

ANS: B

question

You are writing to ABClothes.com to request an exchange for an ordered shirt that was recently sent to you in an incorrect size; the message you write will be a. a routine claim. b. a persuasive request. c. a negative news message. d. a goodwill message.

answer

ANS: A

question

After consideration of a customer's request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message? a. A fair response to a legitimate request b. A statement that "the claim is being granted" c. Resale or sales promotional material d. An attempt to regain possible lost goodwill

answer

ANS: B

question

Persuasive requests differ from routine requests in that a. persuasive arguments need to be presented at the beginning of the message. b. routine requests require a forceful approach. c. routine requests begin with details and explanations first. d. persuasive messages are shorter in length.

answer

ANS: A

question

Zappos, an Internet business success story, has built its success on outstanding customer service. Which of the following is NOT part of Zappos' strategy? a. free product shipping. b. free return product shipping. c. focus on repeat customers. d. more products on their website than are in their warehouse.

answer

ANS: D

question

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request? a. We can definitely assist you in having your regional conference at the Ritz-Carlton. b. Thank you for your request. c. Please let us know the number of rooms you require first. d. I read your request.

answer

ANS: A

question

Which of the following is NOT recommended when preparing form messages? a. Add variables to the standard text to tailor the message to the individual. b. Use pre-produced mailing labels. c. Use stored paragraphs that are selected according to the situation. d. Use good quality paper and a high quality printer.

answer

ANS: B

question

Which of the following requires an individualized acknowledgment message? a. Initial order from a customer b. Custom order c. Delayed order d. All of the above

answer

ANS: D

question

Ola Jensen has placed her first order with your company. What is the BEST method to let her know you received her order? a. Send her a preprinted form letter acknowledging the order. b. Send her a copy of the sales order. c. Send her sales promotional material. d. Send her an individualized acknowledgment message about her order.

answer

ANS: D

question

A well-written message acknowledging a customer's order usually will likely result in a. the customer requesting to be removed from the mailing list. b. the customer placing additional orders. c. a decrease in the cost of doing business. d. all of the above

answer

ANS: B

question

Which of the following guidelines for writing messages extending credit is FALSE? a. The writer should include the credit terms. b. The writer should include the penalty fee for a late payment. c. The writer should omit any mention of sales promotion or resale. d. None of the above is false.

answer

ANS: C

question

You have been asked to provide a credit reference for a customer. Which of the following will be part of your written response? a. your opinions about the customer b. a statement as to whether the client is a good credit risk c. a general statement about the client's credit history, followed by supporting details d. all of the above

answer

ANS: C

question

When you provide credit information about another person, you have an ethical and legal obligation to a. yourself. b. the credit applicant. c. the business from whom credit is requested. d. all of the above.

answer

ANS: D

question

Manual, a credit supervisor, must write a letter informing a new client that her credit application has been approved. What writing sequence should he use? a. Persuasive since he needs to confirm her choice of his company's products b. Inductive because he needs to give her an explanation first c. Deductive because he needs to give her the good news at the beginning of his message d. None of the above

answer

ANS: C

question

Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees? a. Memos and email messages b. Face-to-face meetings and phone conversations c. Phone conversations and instant messaging d. Reports and letters

answer

ANS: A

question

A procedural message may be ineffective if it a. uses active voice and action verbs. b. numbers each step of the procedure in order of completion. c. uses a flow chart to show complex procedures. d. is not pilot tested by colleagues and other employees.

answer

ANS: D

question

Your company has decided to require all employees to wear picture ID badges, starting next week. Numerous steps are involved to get a photo ID. What would you do to alert the employees of the requirement? a. Send the procedural message in an email to all employees. b. Ask each employee to come in for a meeting with you. c. Schedule a company-wide meeting to explain the procedure. d. Send each employee a form letter to his or her home about the requirement.

answer

ANS: A

question

When writing complex procedures that should be completed in a particular order, which method is BEST? a. Put the procedures in bullet format. b. Number the steps. c. Prepare a flowchart. d. None of the above.

answer

ANS: C

question

Which is the recommended format for writing the date of February 10, 2011, in an international business document? a. 2/10/11 b. 10.2 2011 c. February 10, 2011 d. 10th of February, 2011

answer

ANS: B

question

Which of the following is NOT recommended when leaving a voice mail message on another person's phone? a. Write out key points before you call to organize your thoughts. b. Hang up if you have a mental block, and call back. c. Write down your phone number as you speak it to slow down to the listener's writing speed. d. State only your name, number, and business affiliation.

answer

ANS: D

question

A technology that provides information about your computer usage to remote third parties is called a. a computer hard drive. b. a firewall. c. a cookie. d. a sensor.

answer

ANS: C

question

T/F: In some circumstances, sharing bad news via email rather than face-to-face is justified.

answer

ANS: T

question

T/F: By placing bad news in the first paragraph, receiver support is more likely than when it is presented after giving reasons.

answer

ANS: F

question

T/F: Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal.

answer

ANS: F

question

T/F: In some circumstances, placing a refusal in the first sentence is justified.

answer

ANS: T

question

T/F: "I have received and read your letter of April 12" is an effective neutral way to begin the first paragraph of a bad-news message.

answer

ANS: F

question

T/F: The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.

answer

ANS: F

question

T/F: Usually, a statement of bad news should be followed by a logical explanation.

answer

ANS: F

question

T/F: "We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.

answer

ANS: F

question

T/F: Using passive voice and complex sentences are effective ways to de-emphasize bad news.

answer

ANS: T

question

T/F: Offering a counterproposal may eliminate the need to state the refusal directly.

answer

ANS: T

question

T/F: Providing an alternative or counterproposal to a refusal for a request should be avoided since it would only heighten audience frustration over the bad news.

answer

ANS: F

question

T/F: To minimize disappointment and maintain a positive relationship, the inductive strategy is the best way to organize messages that refuse requests.

answer

ANS: T

question

T/F: Template letters, as featured by leading word processing software, eliminate the need to compose original documents.

answer

ANS: F

question

T/F: "We apologize for any inconvenience we may have caused you" is an effective way to close a refusal message.

answer

ANS: F

question

T/F: Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.

answer

ANS: F

question

T/F: In a credit refusal message, your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer.

answer

ANS: F

question

T/F: The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for and are denied credit.

answer

ANS: T

question

T/F: Communicating constructive criticism about service received can be thought of as an ethical responsibility.

answer

ANS: T

question

T/F: Delivering constructive criticism can be beneficial by alerting management that changes need to be made.

answer

ANS: T

question

T/F: When communicating negative organizational news, it is advisable to tone down the news to minimize its severity.

answer

ANS: F

question

T/F: Communication from management during the Sago mine tragedy was handled in a timely and effective manner.

answer

ANS: F

question

T/F: The governor of West Virginia during the Sago mine tragedy told Sago managers and inspectors to share all the factual information, good or bad.

answer

ANS: T

question

T/F: Email is typically the most effective channel for communicating negative organizational news.

answer

ANS: F

question

T/F: Total anonymity in cyberspace would enable people to violate the laws of libel, defamation, and copyright without prosecution.

answer

ANS: T

question

In the Sago mine tragedy, a serious inaccuracy that 12 trapped miners were still alive was widely publicized. Which of the following is the LEAST LIKELY reason for this miscommunication? a. Reporters and editors got carried away by what seemed to be miraculous news that miners were alive when a survivor was found. b. Mine rescuers were wearing full-face oxygen masks when they used radios to report their findings. c. Mine officials met with the distraught families and decided to slowly reveal the devastating news. d. Newspapers, faced with deadline pressure, did not confirm the news before printing it.

answer

ANS: C

question

Which of the following is FALSE concerning personal delivery of bad news? a. Personal delivery of the bad news signals the importance of the news. b. Personal delivery eliminates any potential escalation of emotion. c. Personal delivery shows empathy for the recipient. d. Personal delivery provides the benefits of nonverbal cues.

answer

ANS: B

question

If bad news appears in the first sentence of a message, the a. receiver will be prepared for the reasoning that follows. b. receiver's urge to counter argue will be minimized. c. receiver's reaction is likely to be defensive. d. receiver will withhold judgment until he or she has finished reading.

answer

ANS: C

question

What is the correct order for the inductive writing sequence? a. Buffer, reasons, bad news, counterproposal, and desire to continue the relationship b. Reasons, neutral idea, bad news, and desire to continue the relationship c. Bad news, reasons, counterproposal, and desire to continue the relationship d. Buffer, bad news, reasons, counterproposal, and desire to continue the relationship

answer

ANS: A

question

Exceptions to the use of inductive approach for bad-news messages include a. messages addressing a very small, insignificant matter. b. memos sent within the company. c. oral presentations. d. all of the above

answer

ANS: A

question

An effective opening for a bad-news message a. notes the date of the message being answered. b. expresses gratitude for the time the receiver took to write. c. provides an immediate answer to the receiver's request. d. makes a neutral comment related to the main idea.

answer

ANS: D

question

Greg Komuro often delivers messages to clients in which he must convey negative ideas. Which of the following techniques could Greg use to subordinate bad news? a. Passive voice and abstract nouns as the subjects of sentences b. Passive voice and the placement of the negative message in an independent clause c. Active voice and positive language d. Active voice and placement of the negative message in the dependent clause

answer

ANS: A

question

Which of the following are FALSE when writing bad-news messages? a. The writer should focus on the good rather than the bad. b. The writer should present the negative ideas in positive terms when possible. c. The writer should state what can be done rather than what cannot be done. d. The writer should state the bad news early and reinforce it throughout the message.

answer

ANS: D

question

Your employer asked you to compose a message to be sent to all job applicants who were not selected for sales representative position. You should a. tell the applicant at the beginning that another candidate was chosen. b. ask the applicant to consider why he or she was not selected. c. place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job. d. imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

answer

ANS: C

question

Which of the following is NOT a technique for writing a bad-news message? a. Use positive language to accentuate the positive. b. Use the deductive writing approach. c. Sandwich the bad news between the buffer and positive closing. d. Use passive voice, general terms, and abstract nouns.

answer

ANS: B

question

A counterproposal a. is unnecessary if you have stated your refusal tactfully. b. weakens your refusal by implying that you are not able to enforce your decision. c. is an alternative to the action requested that helps preserve your future relationship with the receiver. d. should precede the refusal.

answer

ANS: C

question

An effective counterproposal a. can eliminate the need to state the refusal directly. b. may represent a tangible benefit to the reader. c. may not always be possible. d. All of the above.

answer

ANS: D

question

Which of the following is NOT recommended within the final sentence of a bad-news message? a. Tactful restatement of the refusal b. Sales promotional material c. Some future aspect of the business relationship d. An expression of willingness to assist in some other way

answer

ANS: A

question

Which sentence is a good example of a buffer for a bad news message? a. Your letter dated April 14 has been referred to me for reply. b. I can understand how you felt when you had to pay $168. c. Your credit application was reviewed by two loan officers. d. Your claim has been denied, but let us explain why.

answer

ANS: B

question

Which of the following would be the BEST closing sentence in a bad-news message? a. We understand your disappointment in this decision. b. Please do not hesitate to contact us again if you have any further questions. c. To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy. d. We trust you will continue to rely on Carson products in spite of this present difficult situation.

answer

ANS: C

question

Which of the following is the BEST suggestion to follow when refusing a request? a. Use the inductive approach. b. Provide a vague reason to minimize the receiver's disappointment. c. Use the direct approach. d. Follow the bad news with adequate reasons.

answer

ANS: A

question

Which of the following is the BEST negative reply to a request for a favor? a. Thank you for asking me to speak at your meeting, but I will not be able to attend. b. Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference. c. Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless. d. I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.

answer

ANS: C

question

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message? a. Again, I am very flattered by your request. b. I apologize that I am so busy right now. Maybe next semester I can speak to your class. c. I'll call you if I have some time in the next month. d. My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000.

answer

ANS: D

question

Which of the following is the BEST advice for using template documents that are available with word processing software? a. Avoid their use altogether; they are worthless. b. Recognize their shortcomings, and use them cautiously. c. Use the deductive templates, but ignore the inductive and persuasive ones. d. Use them with confidence, as they were developed by experts.

answer

ANS: B

question

Melody is responding negatively to a request for a claim. Which of the following would she NOT do in composing her message to the customer? a. Begin the message with a neutral, dependent clause, followed by a statement implying the refusal. b. Include sales promotional and resale material in the last paragraph. c. Offer an alternative service as a gesture of goodwill. d. Present the reasoning behind her decision without using emotional wording.

answer

ANS: A

question

Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users? a. This letter informs you that we unfortunately do not sell faucets directly to contractors. b. I have referred your order to a distributor near you. c. Thank you very much for your order. Unfortunately, we will not be able to fill it. d. Our patenting coating process makes Marathon faucets the contractor's choice.

answer

ANS: D

question

Messages denying credit are different from other types of bad-news messages in that they a. are subject to more legal issues. b. do not need to maintain the goodwill of the recipient. c. do not have to include reasons for refusal. d. use the deductive pattern of organization.

answer

ANS: A

question

Which of the following is NOT required by the Fair Credit Reporting Act for a credit bureau that supplies information to companies that grant credit? a. The credit bureau must, upon request, supply a free credit report to consumers who have been denied credit. b. A credit bureau must investigate consumer credit information that the consumer deems to be inaccurate. c. If requested by the consumer, the credit bureau must avoid sending credit information about the consumer for unsolicited credit and insurance offers. d. All of the above are required.

answer

ANS: D

question

To avoid litigation, some credit-granting companies a. choose not to respond to customer requests for credit. b. choose to omit from their letters the explanation for credit denial. c. make the name and address of the credit bureau inaccessible to the consumer. d. refuse credit by phone rather than in writing.

answer

ANS: B

question

You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a a. counterproposal. b. bait and switch technique. c. confirmation of priorities. d. consideration of eligibility.

answer

ANS: A

question

When writing a message offering constructive criticism, one's primary consideration should be a. identifying who made the error. b. offering input that could benefit many. c. getting even for the mistake that was made. d. none of the above.

answer

ANS: B

question

Your department hired a strategic planning consultant to restructure the workforce. However, you believe that the consultant added no value to the company and simply played back what you wanted to hear. You must write a letter to the president of the consulting company to discuss your dissatisfaction. Which of the following is the BEST approach to your letter? a. Start with some facts about what the consultant was supposed to do. Enumerate what was done incorrectly. End with a pleasant message expressing your appreciation. b. Start with a statement about your dissatisfaction with the consultant. Continue with a list of things that the consultant did incorrectly. End with a direct statement about how worthless the consultant was. c. Start with some good things that the consultant did. Accentuate the positive and avoid as much negative information as possible. End pleasantly, saying that you hope you can do business again in the future. d. Start with some facts about what the consultant was supposed to do. Mention what the consultant did well, but also be clear about what the consultant did not do well. End with a pleasant message expressing the hope that the information you provided will assist the consulting company.

answer

ANS: D

question

Although communicating negative organizational news can be challenging, such messages can have a positive effect in a. showing management's display of respect for employees. b. providing an opportunity for management to build unity and trust. c. allowing employees to pose questions to management. d. All of the above.

answer

ANS: D

question

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication? a. Promote open exchange of honest, candid communication. b. Use a variety of communication channels to encourage two-way communication. c. Limit the questions employees may ask management. d. Keep employees informed of both good and bad news.

answer

ANS: C

question

Which of the following is FALSE concerning the communication of negative news within an organization? a. Employee morale, like customer goodwill, is fragile and easily damaged. b. Sensitive handling of bad news related to the organization can help build unity and trust. c. Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees. d. The most effective approach is to use one strong communication method for communicating with employees.

answer

ANS: D

question

Which of the following is NOT an advisable guideline for organizations that want to develop an effective crisis communication plan? a. Control the flow of information from the command center. b. Designate at least two official spokespersons. c. Post immediate communication and responses on the corporate website. d. Convey factual information regardless of how negative the news.

answer

ANS: B

question

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement? a. Send an email to employees the first day that employees are scheduled for layoff. b. Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations. c. Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens. d. Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.

answer

ANS: C

question

Several methods exist for people to protect their anonymity in cyperspace. Which one is NOT a method for this protection? a. Anonymous remailers b. Pseudonymity c. Anonymity website d. User ID number

answer

ANS: D

question

T/F: The principles used in selling an idea are similar to those used in selling products.

answer

ANS: T

question

T/F: Bonita wants to sell her consulting abilities to a potential client. She should use principles that are similar to those used in selling products and services.

answer

ANS: T

question

T/F: Knowing the needs of the receiver is essential to preparing an effective sales message.

answer

ANS: T

question

T/F: Ken is preparing a persuasive message to business owners in his community. Before he writes his message he should try to understand what characteristics these owners have in common, such as the goals and educational status.

answer

ANS: T

question

T/F: Paragraphs in a persuasive message are typically long in order to achieve the writer's persuasive purpose.

answer

ANS: F

question

T/F: An effective persuasive message employs concrete and specific language to create an accurate representation of the product, service, or idea.

answer

ANS: T

question

T/F: An effective persuasive appeal includes a central selling point that is woven throughout the entire message.

answer

ANS: T

question

T/F: Santosh, a computer service firm owner, has drafted a sales letter to area businesses in which he has emphasized his central selling point— immediate, personal service—in each paragraph. To keep the recipient's interest, he should edit his message to include the idea of his central selling point in only one paragraph.

answer

ANS: F

question

T/F: Gabrielle writes a sales message in the AIDA approach. She should Announce her intention, Infer the central selling point, Deal with objections, and ask the reader to take Action.

answer

ANS: F

question

T/F: Rhamel writes a sales message in the AIDA approach. He gets the receivers Attention, creates an Inference, creates a Decision for the receiver, and encourages Action.

answer

ANS: F

question

T/F: The first step in the selling process is to introduce the foremost feature of the product, service, or idea.

answer

ANS: F

question

T/F: A response that is sent to someone who has invited a persuasive message requires an attention-getting sentence to start the message.

answer

ANS: F

question

T/F: A recommended way to subordinate the price of a product is to reveal it in a sentence that also refers to the central selling point.

answer

ANS: T

question

T/F: Eduardo concludes his sales message for video game subscriptions by instructing receivers to "Let us hear from you if you are interested in subscribing to our service." This is an effective request for action.

answer

ANS: F

question

T/F: When requesting action in a persuasive message, wording such as "I hope you will . . ." and "If you agree . . ." is recommended as a courteous way to present the recipient with the choice of whether to respond favorably.

answer

ANS: F

question

T/F: An effective action paragraph in a sales message reminds the recipient of the benefit, which may be another referral to the central selling point.

answer

ANS: T

question

T/F: Will Frazier has written you to inquire about the features of your company's new netbook; you should begin your reply with an attention-getting sentence to build interest in owning a netbook.

answer

ANS: F

question

T/F: While the majority of claims against companies come from unethical individuals, companies must still respond because of the few who believe they have a legitimate claim.

answer

ANS: F

question

T/F: Common types of persuasive requests include claim messages and requests for special favors and information.

answer

ANS: T

question

T/F: Only communication directed to individuals outside the organization requires use of the inductive approach.

answer

ANS: F

question

T/F: Archco Inc. and Suage Enterprises share a lobby where Suage has been storing computer equipment. Martha, CEO of Archco Inc., is writing a letter to Suage asking that the equipment be removed. She should make her point in the first paragraph and follow with supporting details.

answer

ANS: F

question

T/F: Brandy is writing a memo to a team of people who will help her launch a new product line for the company. To convince them that their extensive commitment is justified because of the importance of the product to the company's future, she should employ the deductive strategy in her persuasive approach.

answer

ANS: F

question

T/F: Habitat for Humanity has used persuasion to effectively gain donations of time, talent, and resources.

answer

ANS: T

question

T/F: An ethical communicator will substantiate any claims made and reflect a sensitivity to those who might find a message offensive.

answer

ANS: T

question

T/F: Various state laws limit advertising on mobile devices.

answer

ANS: T

question

T/F: Habitat for Humanity uses both mailed messages and its website to solicit donations.

answer

ANS: T

question

T/F: Unsupported claims of superior performance or quality of a product may lead to lawsuits for a company.

answer

ANS: T

question

T/F: Under the Federal Trade Commission's Telemarketing Sales Rule, callers must disclose the company's identity, the purpose of the call, the product or service offered, and any requirements for obtaining it.

answer

ANS: T

question

Which of the following is FALSE about persuasive communication? a. It is the ability to influence others to accept your point of view. b. It often involves manipulating someone into taking the action favored by the communicator. c. It involves the honest presentation of information. d. It is the organized presentation of information on which a person can choose to act.

answer

ANS: B

question

Before preparing a sales message for a digital video recorder, Russell will need concrete answers to questions such as a. What will the product do for the receiver? b. What are the products inferior features? c. How is the product similar to other competing products currently being used? d. What is the cost to the company to produce the product?

answer

ANS: A

question

Josef has responded to product advertising that focuses on convenience, durability, and service. At which level of Maslow's need hierarchy is he most likely motivated? a. Security b. Social c. Ego d. Self-actualization

answer

ANS: A

question

As indicated by Maslow's need hierarchy, people may respond favorably to a. appeals that focus on promises of best price and the need to find a bargain. b. appeals that fulfill physiological, security, and safety needs. c. appeals that fulfill social, ego, and self-actualizing needs. d. both b and c.

answer

ANS: D

question

Marcus is writing a persuasive message asking his employees to complete an online company survey. Which of the following should he avoid when writing his message? a. Keeping paragraphs short b. Using concrete nouns and active verbs c. Focusing the spotlight on benefits to the company d. Using an inductive outline

answer

ANS: C

question

Which of the following is the suggested four-step sequence for an inductive outline? a. Mention the product, service, or idea; get the reader's attention; present solid evidence of quality; and encourage action. b. Mention the product, service, or idea; get the reader's attention; ask for specific action; and present documentable evidence of claims. c. Get the reader's attention; introduce the product, service, or idea; present valid evidence of claims; and ask for action. d. State your reason for writing; mention your product or service, present convincing evidence regarding the claims made; and encourage action.

answer

ANS: C

question

Which of the following summarizes the AIDA steps in the persuasive process? a. Get attention, investigate options, create desire, encourage acceptance. b. Gain acceptance, invite questions, designate action, encourage action. c. Get attention, arouse interest, create desire, encourage action. d. Get attention, initiate action, discuss benefits, create acceptance.

answer

ANS: C

question

Businesses have learned that unethical behavior a. is sometimes required when persuading people in lower socioeconomic groups. b. is sometimes justified when the desired action is achieved. c. is always followed by negative legal repercussions. d. is not good for business in the long run.

answer

ANS: D

question

Advertising on mobile devices a. requires personalization for each recipient. b. costs somewhat more than flyers. c. is regulated by laws and industry guidelines. d. has peaked.

answer

ANS: C

question

Habitat for Humanity a. has eliminated direct mailings to donors and uses only electronic communication. b. relies on donor gifts of time, talent, and money. c. expects each donor to contribute both time and resources. d. uses a single method to persuade donors to contribute.

answer

ANS: B

question

Which of the following is an effective device for gaining attention in a persuasive message? a. A personal experience b. A startling announcement c. A gift or product sample d. All of the above are effective devices.

answer

ANS: D

question

Techniques for preparing effective sales messages include all EXCEPT a. presenting supporting evidence to satisfy the receiver's needs. b. making the action clear and simple. c. offering a guarantee or including an enclosure. d. requiring an immediate response from the receiver.

answer

ANS: D

question

To overcome receiver resistance to a persuasive appeal, the price typically should be a. mentioned early in the message to avoid the impression of deception. b. delayed in the message until reader benefits have been established. c. implied or stated in broad terms. d. omitted from the sales message.

answer

ANS: B

question

Which of the following is correct concerning the outline for persuasive messages? a. Solicited and unsolicited sales messages follow the same outline steps. b. An attention-getting sentence is not essential in a solicited sales message. c. Unsolicited sales messages follow the same outline as a neutral news message. d. Solicited sales messages do not require a call for action.

answer

ANS: B

question

Khristopher has sent an email requesting information on a particular plasma television he saw on a company's website. What is the writer's task in replying? a. To send as much information as possible on plasma televisions b. To gain Khristopher's attention as to the benefits of plasma televisions c. To answer Khristopher's questions d. All of the above

answer

ANS: C

question

Which of the following is the BEST introduction of a product or service in a sales message? a. Feel the warmth of the sun and the rush of the wind as you cruise through town in your new Trinity convertible. b. This is your year to buy a new car, and we can help. c. Wow...do we have the car for you! d. The Trinity convertible has the power and style that few others can offer.

answer

ANS: A

question

Which is the BEST choice for the first sentence of a sales message? a. An acknowledgment of the receiver's interest in your product b. A description of your product c. An astonishing fact related to your product d. The price of your product and easy steps for taking action

answer

ANS: C

question

The central selling point in a persuasive message a. appears only once in the message and should, therefore, be carefully placed for best effect. b. is usually price. c. can be thought of as the message's theme and appears throughout the message as a common thread. d. appears only in the attention and action stages.

answer

ANS: C

question

A persuasive email message to promote pop-up ad blocker software has as its central selling point the protection of children from pornography. The central selling point should a. appear early in the message when the product is introduced. b. appear at the end to reinforce the requested action. c. be reinforced throughout the message. d. be implied as the product is described.

answer

ANS: C

question

Which of the following is FALSE concerning the providing of supporting evidence in a sales message? a. Few people will believe general statements without the support of factual evidence. b. Since research facts and figures can be boring, general remarks about superior durability and appearance are more effective. c. Evidence presented must not only be authentic; it must sound authentic, too. d. Not only do you have an obligation to give information, you should interpret it if necessary and point out how the information will benefit the receiver.

answer

ANS: B

question

Which of the following is the BEST example of providing supporting evidence? a. Only Strayhorn tools will give you the added power you will need for those extra tough jobs. b. I'm certain you will be proud of your new Strayhorn tools as I use them myself. c. The newly patented ratchet makes the Strayhorn wrench a unique and powerful tool for quick car repairs. d. You'll make quicker car repairs with your new, unique Strayhorn tools.

answer

ANS: C

question

Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message? a. "Enclosed you will find a brochure complete with detailed illustrations." b. "We are happy to enclose a self-addressed postcard for your response." c. "As you can see on the enclosed folder, assembly of the desk is very simple." d. No wording is needed: an enclosure notation after the signature line is all that is necessary.

answer

ANS: C

question

Which statement best describes the appropriateness of the following product claim in a sales letter? "Viruscan is the best virus defense product available. It offers the most sophisticated and comprehensive protection for your data." a. The passage is appropriate, since the receiver will likely assume the comparison is with all others, even though research results are not offered. b. The passage is appropriate, since it provides vital comparative information while sparing the receiver of unnecessary and boring details. c. The passage is inappropriate, since the sender has no ethical right to compare his/her product with others. d. The passage is inappropriate unless it is followed up with facts about the comparison.

answer

ANS: D

question

Which of the following is FALSE when offering guarantees and free trial offers in persuasive messages? a. Guarantees and free trials convey a negative connotation that the purchase could be regretted or refused. b. The positive connotations of such messages are stronger than the negatives, since the seller has a definite plan for ensuring that buyers get value for money spent. c. If terms of a guarantee are long or complex, they can be included in an enclosure. d. The purpose of the guarantee or free trial is to deter the reader from personally checking the product and comparing it with competing items.

answer

ANS: D

question

Which of the following best illustrates how to overcome people's natural resistance to price? a. At a cost of only $145 a year, how could you possibly say "No"? b. With all our discounts, your cost is only $145. c. For an economical $145 annual fee, you can enjoy the special discounts and advance product information available only to members of the CCY Micro Users Group. d. When have you received so much in return for only $145?

answer

ANS: C

question

Which of the following is NOT recommended in discussing price in a sales message? a. Introduce price only after presenting the product and its virtues. b. Keep price talk out of the first and last paragraphs, unless price is the distinctive factor. c. Mention price in a complex or compound sentence that relates or summarizes the benefits of the product. d. All of the above are recommended.

answer

ANS: D

question

A new product to reduce cholesterol is on the market, with a price that is higher than that of competitors. Where should a writer or speaker introduce price in his or her sales message? a. At the beginning, as an intention getter b. Late in the message, associated with benefit c. As the final thought of the message to prompt action d. Nowhere in the message

answer

ANS: B

question

Which of the following would be the most effective action-request statement? a. Make your purchase before December 15 and receive your valuable money-saving rebate. b. Don't hesitate another minute over the wisdom of this decision. c. Purchasing your Zoom mower within the next few weeks will assure you of paying the lowest price this season. d. Please send your payment today before the present inventory is sold out.

answer

ANS: A

question

Which of the following is the BEST sentence for getting the receiver to take action? a. Come to our showroom before January 31 and receive your 25 percent discount. b. Complete the enclosed card at your earliest convenience. c. Taking action today may be the smartest thing you've ever done. d. If you miss this opportunity, you may never experience the financial freedom you've always dreamed of.

answer

ANS: A

question

In a sales message, the last paragraph should a. make a final reference to the central selling point and picture good things resulting for the receiver. b. depict the action as easy to take and encourage the reader to act quickly. c. ask confidently for action, avoiding "I hope" and "if" phrasing. d. accomplish all the above.

answer

ANS: D

question

Which of the following sentences provides the most effective incentive for consumers to complete and return a survey about laundry detergents? a. Return your completed survey by May 1, and you'll receive $40 worth of coupon discounts on products of interest to you and your family. b. Your participation in our survey enables us to produce the best possible products for you and your family—products you can trust to be safe, effective, and economical. c. We would really appreciate getting your opinions about detergent brands. Please send back your survey by May 1. d. Your cooperation in returning the survey will help us make laundry detergents even better.

answer

ANS: A

question

When preparing a claim message for which the answer is in question, you should a. use a deductive sequence. b. use the first-person pronoun throughout. c. always provide a comfortable way for the receiver to say "no." d. suggest benefits the receiver will derive from complying.

answer

ANS: D

question

Which of the following is the BEST beginning to a persuasive claim message to Ruth's Catering? a. Please reimburse a total of $1,500 for serving the wrong meal at our recent company dinner. b. Because you served the wrong menu at our recent company dinner, I am requesting that you reimburse us a total of $1,500. c. A problem occurred with the catering we recently received from Ruth's Catering. d. Satisfying customer needs has obviously been a cornerstone in the success of Ruth's Catering.

answer

ANS: D

question

Which of the following statements is FALSE concerning claim messages? a. Most claims are from people who believe they have a legitimate complaint. b. The way an adjuster handles the complaint determines to a large extent the goodwill of the company. c. Complainers are less likely to continue to do business with a company than those who do not complain. d. Businesses that resolve claims effectively will retain most of the complainers as repeat customers.

answer

ANS: C

question

Which of the following is FALSE concerning a persuasive claim message? a. It should use a deductive sequence. b. It should ask for the adjustment late in the message. c. It should stress an appeal throughout the message. d. It should remind the receiver of a benefit that occurs from doing as asked.

answer

ANS: A

question

Kendra is the program chair for an organization and would like to request permission to use a country club free of charge to host a fund-raising dinner. Which of the following sentences would be the most successful beginning sentence? a. We would like to use your country club to host our annual fund-raising dinner. b. We have heard that your country club is available for outside functions. c. Thanks to the thousands of dollars contributed at our annual fund-raising dinner, people in our community can get the help they need to pay medical bills. d. Your country club is one of the most exclusive clubs in our community.

answer

ANS: C

question

Which of the following is the BEST beginning to an email request for completion of an online survey about a recently purchased product? a. Please complete the attached survey about your recent purchase at our store and click "Submit" when done. b. We are conducting a market survey on our products and customer service satisfaction. c. Online surveys are a fast, convenient way for us to hear back from our customers. d. Your complete satisfaction is our utmost goal.

answer

ANS: D

question

How are effective persuasive memos different from routine memos? a. Persuasive memos are written deductively. b. Persuasive memos are shorter. c. Persuasive memos include an appeal and evidence. d. All of the above are correct answers.

answer

ANS: C

question

Which of the following provides the BEST opening line in a persuasive memo asking the company president to provide extra funds for advertising a new cat food line? a. The purpose of this memo is to request that additional moneys be allocated to continue to advertise the new SmartCat product line. b. If SmartCat has the chance to build awareness, it will help the company exceed this year's sales goals. c. We all can agree that additional advertising funds will help a business grow. d. SmartCat can help you exceed this year's sales goals by 10 percent.

answer

ANS: D

question

A restaurant is faced with the challenge of communicating to its employees a significant change in service and style. Which method is LEAST effective for communicating this change? a. Inform employees directly that they must accept the change. b. Emphasize reasons the changes were made. c. Explain the employees' important role in implementing the change. d. Emphasize the benefits employees gain from the change.

answer

ANS: A

question

Which of the following is the BEST call-to-action sentence for a persuasive memo to employees for contributions to the United Way fund campaign? a. I hope you will use the enclosed card to respond with your generous gift. b. Become part of a winning team by indicating on the enclosed card your generous gift of $100, $500, or other designated amount. c. If you feel you can help, please tell us how much you can give; the decision is yours. d. Please consider giving as much as you feel you can to the United Way.

answer

ANS: B

question

Which of the following best describes Habitat for Humanity's solicitation approach? a. Use both web and mailed requests for donations. b. Use the web only for providing information, and the mail for requesting donations. c. Replace all mailed donation requests with web requests. d. Use only face-to-face contacts to request donations.

answer

ANS: A

question

T/F: The monthly financial statement that Sharecom Investments sends to its investors is an example of an analytical report.

answer

ANS: T

question

T/F: Reports typically travel upward in an organization because they usually are requested by a higher authority.

answer

ANS: T

question

T/F: The main function of vertical reports is to contribute to management control.

answer

ANS: T

question

T/F: XYZ, a potential supplier to NASA, would typically submit an RFP (request for a proposal) to NASA in order to obtain a contract with this government agency.

answer

ANS: F

question

T/F: Attendance records are an example of an are analytical report.

answer

ANS: F

question

T/F: Limitations refer to boundaries imposed outside the control of the researcher, such as time limit and budget.

answer

ANS: T

question

T/F: The statement of purpose is the goal of the study and includes the objectives the researcher hopes to accomplish.

answer

ANS: T

question

T/F: Hypothesis testing is appropriate only in observational research settings.

answer

ANS: F

question

T/F: Reports that examine the buying habits of a group of teenagers at three-month intervals are examples of a longitudinal study.

answer

ANS: T

question

T/F: Primary research sources include periodicals, computer databases, and encyclopedias.

answer

ANS: F

question

T/F: Electronic databases provide access to articles from newspapers, magazines, journals, and other types of publications.

answer

ANS: T

question

T/F: A customer service representative who regularly tracks the type of customer complaints made through the company's 800 number is conducting experimental research.

answer

ANS: F

question

T/F: Secondary research is only necessary when primary research does not yield enough information.

answer

ANS: F

question

T/F: As a business researcher, one may safely accept published material as being objective.

answer

ANS: F

question

T/F: Reliability refers to the degree to which data measures what it is intended to measure.

answer

ANS: F

question

T/F: In order for survey research to be credible, the selected sample must be representative of the population.

answer

ANS: T

question

T/F: Plagiarism is the presentation of someone else's ideas or words as your own.

answer

ANS: T

question

T/F: Scholarly journals in the social sciences tend to use the APA referencing method, while MLA is commonly used in the humanities.

answer

ANS: T

question

T/F: Referencing is essential when material is quoted from a source and is optional when paraphrasing.

answer

ANS: F

question

T/F: Email polling is a popular primary research method, though it typically takes longer to conduct than other data collection methods.

answer

ANS: F

question

T/F: While cross-cultured market research is expensive, it is worthwhile before a product launch is attempted.

answer

ANS: T

question

T/F: Including an even number of choices on a rating scale is advisable to eliminate the tendency of some groups to choose the noncommittal mid-point on the range.

answer

ANS: T

question

T/F: The development of an effective survey instrument, such as a questionnaire or interview guide, is critical to obtaining reliable and valid data.

answer

ANS: T

question

T/F: Correlation analysis might be used to determine whether a relationship existed between how respondents answered one item and how they answered another.

answer

ANS: T

question

T/F: Recommendations should flow naturally from one's summary and conclusions and should not come as a surprise to the reader.

answer

ANS: T

question

T/F: The conclusion of a report should include a summary of findings and suggested action based on research.

answer

ANS: F

question

T/F: The research strategy used at Novartis International is to concentrate on cures for highly visible diseases.

answer

ANS: F

question

T/F: Novartis CEO Daniel Vasella advises ignoring competitors' blogs as a source of information for business forecasting.

answer

ANS: F

question

Which of the following provides the best definition of a report? a. An orderly, objective communication that flows downward within an organization for the purpose of presenting data for the customer. b. A formal, objective writing that meets the need for information needed by a wide audience. c. An orderly, objective message used to convey information within an organization or between organizations to assist in problem solving and decision making. d. A formal, organized message that conveys the opinions and intuitive feelings of the writer.

answer

ANS: C

question

Brigit, head of a bank's internal auditing division, has prepared a report on current auditing procedures. The report which presents suggested solutions to the bank's auditing problems is what kind of a report? a. Informational b. Analytical c. External d. Functional

answer

ANS: B

question

Fazer Technologies distributed copies of its annual report to it stockholders. This report is which of the following types of reports? a. Informal b. Analytical c. External d. Internal

answer

ANS: C

question

A report that provides a written description of how an organization can meet the needs of another organization by providing products, services, or solutions to problems is what kind of report? a. Functional b. Proposal c. Internal d. Periodic

answer

ANS: B

question

Which of the following represents the correct sequence of steps in the problem-solving process? a. Recognize and define the problem; collect and organize the data; select a method of solution; arrive at an answer. b. Select a method of solution; recognize and define the problem; collect and organize the data; arrive at an answer. c. Recognize and define the problem; select a method of solution; collect and organize the data; arrive at an answer. d. Select a method of solution; collect and organize the data; recognize and define the problem; arrive at an answer.

answer

ANS: C

question

A report on market comparisons of tuition at state universities should follow which of the following sequences of problem-solving steps? a. Form the hypothesis, collect data, state the problem, identify the answer. b. Identify the probable answer, state the problem, organize data, select method of solution. c. Define the problem, select method of solution, collect and organize data, arrive at answer. d. Select method of solution, collect data, define the problem, present answer.

answer

ANS: C

question

As a result of the changing demographics in your area, your company has decided to hire those previously declared "unemployable." Your task is to educate these people to do the job. Which of the following questions will help you MOST in solving the problem? a. Has this education program been successful in other corporations? b. What type of skills do these new employees need to do their jobs? c. How do we know this program will work? d. Why will this program assist with our shortage of employees?

answer

ANS: B

question

When explaining "limitations," the researcher is noting a. his or her own weaknesses and those of the team. b. why there is not enough time to do a thorough job. c. constraints which the researcher has chosen to place on the research. d. normal constraints placed on the research which are beyond the control of the researcher.

answer

ANS: D

question

In a report on effective advertising to the net generation, researchers explain the small size of the selected sample and the use of three selected online databases. They are describing the ____ of the study. a. delimitations b. scope c. limitations d. hypotheses

answer

ANS: A

question

If you wanted to research the Internet for articles on outsourcing to India, which of the following key phrases would result in the narrowest search? a. Outsourcing b. "Outsourcing" c. Outsourcing to India d. "Outsourcing to India"

answer

ANS: D

question

Which of the following statements about Internet resources is correct? a. Resources must be reliable and credible to appear on the Internet. b. Internet resources may be used without concern for copyright, since materials must be cleared for posting before appearing on the Internet. c. Because of the vast material available on the Internet, the technologically capable business researcher does not need to rely on traditional library research any longer. d. Selected texts of articles and documents are often available via the Internet, while full texts may only be available in published form.

answer

ANS: D

question

Which type of primary research requires no direct involvement with human subjects? a. Observational studies b. Experimental research c. Normative surveys d. Longitudinal research

answer

ANS: A

question

Which of the following is the most accurate statement concerning the use of primary and secondary research methods? a. Secondary research helps to establish a starting point for primary research. b. A researcher typically chooses between secondary and primary research as the better alternative for obtaining information for the particular problem. c. Primary research is the predominant research method selected for a study, with secondary research available as an option, if needed. d. Secondary research includes observation, experimentation, and normative surveys.

answer

ANS: A

question

Which of the following is a source of primary data? a. Journal articles b. Surveys c. Online government documents d. All of the above are sources of primary data.

answer

ANS: B

question

Which of the following objectives is FALSE concerning the conducting of secondary research? a. It establishes a base for further research. b. It reveals areas of needed research. c. It often eliminates the need for primary research. d. It avoids needless duplication of research efforts.

answer

ANS: C

question

Which method of research would be best for researching whether distance learning or traditional classroom instruction is more effective for your company's employees? a. Observational study b. Normative survey c. Experimental research d. Secondary research

answer

ANS: C

question

If your research calls for counting the number of people entering two grocery stores, recording certain physical characteristics, and comparing those two sets of data, you would be conducting ____ research. a. observational b. normative c. experimental d. replication

answer

ANS: A

question

Which research method would be best for determining whether employees in Acme Company's computer assembly produce more under Theory X or more under Theory Y management style? a. Historical b. Survey c. Observational d. Experimental

answer

ANS: D

question

A market researcher who uses primary research may use which of the following methods? a. Boolean logic, observational studies, the hidden Internet b. Search engines, normative surveys, interviews c. Random sampling, website "hits," observational studies d. Observational studies, experimental research, normative survey research

answer

ANS: D

question

Which of the following procedures is NOT recommended when conducting an electronic search? a. Start with a large search engine and then move to a smaller one if necessary. b. Structure searches from broad to specific. c. Look for web pages that have links to other related topics. d. Follow the particular format and instructions of each search engine or database.

answer

ANS: A

question

If your research calls for counting the number of people entering two fast-food restaurants, recording certain behavioral characteristics, and comparing those two sets of data, you would be conducting ____ research. a. observational b. normative c. experimental d. replication

answer

ANS: A

question

The best definition for reliability is a. a measure of the degree to which data measures what you intend for it to measure. b. a measure of the accuracy and repeatability of the data. c. a measure of the relationship between two variables. d. none of the above

answer

ANS: B

question

Which of the following statements about sampling is correct? a. Sampling is based on the principle that a sufficiently large number drawn from a population will be representative, regardless of whether the selection was random. b. The survey results of a sample will be biased and therefore not reliable for formal research. c. Sampling is a survey technique that eliminates the need for questioning 100 percent of the population. d. All of the above are correct statements.

answer

ANS: C

question

Conducting a pilot test of a survey instrument involving a small group of the population can a. correct problems in clarity, ease of answering, and quality of answers. b. complicate the clarification of questions developed for a larger sample group. c. be a better alternative to the use of open-ended questions. d. use information from biased sources and correlate it to unbiased sources.

answer

ANS: A

question

Which of the following techniques is most effective for taking notes from secondary sources? a. Read the article carefully, copy important phrases, and review the article several times. b. Read the article quickly, put the article aside, list the main points from memory, and review the article to determine if all points are included. c. Review the main points of the article, copy the main points word-for-word, paraphrase details, and outline references. d. Write notes on cards as you scan through the article.

answer

ANS: B

question

Documentation of the work of others accomplishes all but which of the following? a. It gives credit where credit is due. b. It protects the writer against plagiarism. c. It strengthens weak research methods. d. Documentation accomplishes all of the above.

answer

ANS: C

question

In-text citations for paraphrases prepared using the APA format include the following: a. Author's first and last name, and date of publication b. Author's last name, and date of publication c. Author's first initial, last name, and date of publication d. Author's last name, and page number

answer

ANS: B

question

Which of the following is the BEST suggestion for preparing accurate documentation in a report? a. Choose an authoritative reference manual, be consistent, and include more than enough rather than too little information for citations and references. b. Use more then one authoritative reference manual, be consistent, and include citations only for sources you quote. c. Use the MLA style guide for all reports, be consistent, and include only the author, article title, and publisher information. d. Use the Publication Manual of the American Psychological Association for all documentation and the MLA Handbook, only if needed, as a backup for format.

answer

ANS: A

question

Which of the following does NOT apply to designing a questionnaire? a. Ask for factual information as much as possible because opinions are less reliable. b. Begin with easy-to-answer questions and proceed to the more difficult ones. c. Provide an even number of choices on a rating scale to eliminate "fence" responses. d. Avoid "other" as an answer choice on multiple-choice and rating scale questions.

answer

ANS: D

question

A consumer researcher who observes the buying habits of people at a clearance warehouse is using which of the following methods for collecting data? a. Experimental research b. Normative survey c. Personal interviews d. Participant observation

answer

ANS: D

question

Which of the following is NOT an error in data gathering? a. Using samples that are too small b. Administering the survey to a small group of the population before conducting the actual survey c. Gathering too much information and then attempting to use all of it d. All of the above are errors.

answer

ANS: B

question

The results of product research conducted within a particular cultural setting a. can be applied broadly as long as all words are corrected translated. b. has proven suitable for global application by such companies as Disney and Coca Cola. c. can prove inappropriate and cause serious problems when applied on a global scale. d. has proven the constancy of human behavior.

answer

ANS: C

question

Which of the following is NOT a weakness in data interpretation? a. Inferring that results of one study are true for all groups. b. Assuming constancy of human behavior and attitudes. c. Trying to make results conform to a prediction. d. All are weaknesses.

answer

ANS: B

question

You have gathered data from printed and online sources as well as from a survey. What should you do to organize the writing of your report? a. Reduce quantitative data to a usable form through statistical techniques. b. Question whether every piece of information available makes a real contribution to the outcome of the study. c. Combine, summarize, and condense useful information so that the reader can understand it more easily. d. Do all of the above.

answer

ANS: D

question

Which of the following is a common error that MOST hinders the accurate interpretation of data? a. Interpretation of results from a large sampling b. Tabulation of a questionnaire with many items c. Assumption of a cause-effect relationship when one does not exist d. Application of statistical analysis

answer

ANS: C

question

Which of the following would be considered a recommendation? a. The cost of the brick veneer will be seven percent more than aluminum siding. b. Even though brick veneer is more expensive, we understand it will be more durable over the years. c. Install brick veneer, since its slightly higher cost will be well offset by its durability. d. Both brick veneer and aluminum siding have their advantages.

answer

ANS: C

question

Which of the following is FALSE concerning the use of Internet sources for research? a. Internet resources may be inaccurate. b. Internet sources are legal to use in any way without concerns over copyright. c. Internet resources can reflect out-of-date information. d. Electronic periodicals are not always subjected to a review process.

answer

ANS: B

question

Which of the following statements is MOST accurate concerning information overload? a. Information overload has been falsely blamed for various problems, such as memory loss. b. Information architects help organizations organize information for more effective communication. c. Information overload is a problem that affects less than half of all American workers. d. Information overload is really not a problem at all, since more information is always a good thing.

answer

ANS: B

question

Which of the following is FALSE concerning the research efforts of Novartis? a. Treatments have resulted for multiple sclerosis, kidney cancer, and lymphoma. b. The majority of drugs tested advance to late stage development. c. Various new drugs are in the company's research and development pipeline. d. None of the above are false.

answer

ANS: D

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