Evaluation 3 Lessons
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Which of the following would be the best opening for a routine request
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Please send me a summary of last months east regions sales data
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When asking a question in a request message
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Begin with the most important message
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Before volunteering someone's name as a reference, always
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Ask that person for permission
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When making claims or requesting adjustments, you should begin by
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Providing a straightforward explanation of what the problem is
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Routine positive messages should
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Leave the reader with a good impression, provide all required details, communicate the information or positive news
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The categories of routine and positive messages include
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Answering requests for information and action, granting claims and adjustments, sending goodwill messages
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When responding to a customer complaint about one of your company's services you should
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Avoid blaming anyone in you organization by name
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When responding to a request for adjustment when a third party is at fault the best approach is tk
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Respond promptly, explaining how it will be solved
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If you are sending an informative memo to employees about policy statements or procedural changes, you should
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Use the body of the message to provide all the necessary details
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Condolence messages should
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Avoid poetic passages and stilted or formal phrases
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Use the direct approach with negative information if
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The situation is one in which people readily acknowledge the likelihood of receiving bad news
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Which of the following is negative phrasing
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You are late on your oayment
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Instead of beginning your negative message with a blunt announcement of the news, you can use
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A buffer
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Explaining that a refund has been sent is which kind of buffer
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Good news
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In the reasons section of a negative message, you should
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Present enough detail to make your conclusion compelling
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When rejecting a job applicant you can soften the blow by
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Expressing appreciation for his or her application
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The tendency to rely, downplay, or distort bad news can
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Can lead to unethical decisions and even lawsuits
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To avoid being accused of defamation, you should
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Avoid any kind of behavior that could be considered abusive
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When you need to inform employees that a benefit or privilege will be eliminated
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Minimize the impact by presenting it is a positive light as possibe
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A crisis management plan
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Defines operational procedures to deal with crisis
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If you can't be sure which medium will be best to convey your persuasive message to a diverse audience, you should
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Use two or more media at the same time
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Most persuasive messages combine
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Logical and emotional factors
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AIDA stands for
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Attention, interest, desire, action
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Which if the following uses a deductive approach to persuasion
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Because the stock market has been falling lately, share prices of our company's stock will also decline
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One way to overcome audience resistance to your message is to
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Address all possible concerns that your audience has
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When preparing a persuasive request for action, it is vital to
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Show that you understand and respect the audiences concerns
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When writing a persuasive claim letter, you should
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Use a confident, positive tone
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In marketing and sales messages, what is the primary difference between selling points and benefits
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Selling points focus on the product rarer than the user
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In a marketing and sales message, you can de emphasize the price of your product by
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Mentioning it in the middle of a paragraph
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Unlike more traditional promotional messages, those written for social media enable
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Companies to engage in conversation about their products and services
