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Terms in this set (67)Which of the following is perceived as neutral communication? a. Routine messages a. Routine messages If the reaction of the target audience is likely to be _____, your best approach is a direct one. a. neutral a. neutral A good-news or neutral message must begin with a(n): a. we-viewpoint. b. objective Which of the following guidelines should be followed when writing good-news and neutral messages? a. The message must end with an appropriate friendly comment as in a face-to-face conversation. a. The message must end with an appropriate friendly comment as in a face-to-face conversation Which of the following guidelines should be followed when writing a routine inquiry? a. If the message contains many questions, all of them should be grouped together at the beginning of the message. b. The opening of the message should focus on the main objective Which of the following is the most appropriate beginning for a typical routine inquiry message? a. An explanation of a problem or situation d. A direct question or request What is the advantage of providing background information and orienting statements in a routine inquiry? a. They allow the use of
fragmented phrases. b. They help soften the tone if the opening question sounds demanding If a routine inquiry involves only one question, it is best to: a. use the we-viewpoint instead of the you-viewpoint. d. ask the question immediately and then move to a goodwill ending Which of the following is a way of effectively structuring questions? a. Use yes/no questions since they evoke concise responses. c. Place questions in different paragraphs Which of the following sentences will be most effective in attracting attention in a routine inquiry? a.
There is some information that I need from you. d. Could you please send the following information regarding... Which of the following best illustrates a favorable response message? a. This is in reply to your July 1 message. d. As you requested in your July 1 message, following is a summary of our experience with Safeco
Which of the following should be done when answering many questions in a favorable response message? a. Answer one question in one message. d. Tell the reader that you are complying with his/her request Which of the following is a method of making answers stand out in a response to more than two questions? a. Use the we-viewpoint. e. Place the answers in different paragraphs or number them When your response includes some bad news along with some good news, you should: a. begin with the bad news. b. give less space to the bad news Which of the following is true of acknowledgements? a. They are sent in rare cases and hence the direct order is not appropriate. e. They are mostly routine Which of the following guidelines should be followed when writing order acknowledgement messages? a. Begin the message with bad news if there is any. e. End the message on a goodwill note Sometimes the task of acknowledging is complicated by your inability to send the goods requested right away. In such cases, you should: a. use positive language. a. use positive language Which of the following guidelines should be followed when writing a thank-you message? a. The writer should not omit the salutation irrespective of the relationship with the reader. e. The message should be brief and direct Claim messages primarily involve: a. unfulfilled customer expectations. a. unfulfilled customer expectations Which of the following words is most likely to compromise the chance of a speedy claim adjustment? a. Complaint a. Complaint Which of the following should form the closing of a direct claim? a. An expression of goodwill. a. An expression of goodwill When you grant an adjustment: a. the situation is an unhappy one for the customer. b. you are doing what you were asked to do Which of the following adjustment-grant messages presents its contents in the most positive way? a. We sincerely regret the inconvenience caused to you and want to explain what happened. d. Since your satisfaction with our product is important to us, we thoroughly checked the machine Which of the following guidelines should be followed when granting an adjustment? a. You should avoid using reader-centered language. c. You should explain the situation to the customer in the case of rare and unavoidable events Moderately formal internal operational messages typically begin with _____. a. a positive buffer b. a topic statement The likelihood of negative news to be received more positively is highest when: a. the writer does not cushion the bad news. c. an explanation precedes it In terms of writing bad-news messages, which of the following is true of a buffer? a. It refers to an opening that identifies the subject of the message but does not indicate that negative news is coming. a. It refers to an opening that identifies the subject of the message but does not indicate that negative news is coming The use of a buffer in a negative message indicates: a. a direct delivery of the message without explanations. d. consideration for the feelings of the reader Which of the following is an example of presenting bad news in a positive manner? a. The writer has not tried to offer an alternative solution. b. The writer has developed his reasoning convincingly to make the bad news appear as a logical outcome Which of the following is a powerful strategy for maintaining goodwill while presenting bad news to the reader? a. Delivering the message directly without much explanation. d. Taking time to provide an alternative solution to the reader Which of the following is a secondary goal of the writer when refusing requests? a. Conveying the message in a blunt and frank manner e. Maintaining goodwill Which of the following is the first step one must take before delivering a refusal to a request? a. Setting up the explanation in the opening d. Developing the strategy When refusing requests, which of the following is true of setting up the explanation in the opening? a. The writer should not try to cushion the bad news. c. The writer should begin the message with a buffer that sets up the discussion When refusing requests, the explanation that the company policy forbids compliance may work only if: a. the company policy is defensible and clearly explained. a. the company policy is defensible and clearly explained Sam, a human resources manager, is writing a letter refusing a request for promotion. Which of the following would be the best way to write the message? a. "I am sorry to say that we
cannot offer you a promotion at this time period." c. "We can offer you the promotion as soon as a position is open." To leave one's reader with a feeling of goodwill, one must: a. never end with a forward-looking note. b. shift the reader's thoughts to more pleasant matters "Since our budgeted contributions for this year have
already been made, we are placing your organization on our list for consideration next year. We wish you success in your efforts to improve the lives of the children in our city." a. A tactful and indirect refusal of a request a. A tactful and indirect refusal of a request Which of the following is the first step in writing claim messages using an indirect approach? a. Describing the problem clearly e. Choosing the right tone Which of the following is the best way to introduce the problem in a claim message? a. "I am disappointed by the service rendered by your store." c. "Overall, the event was not the impressive "thank-you" to my hard-working employees I had in mind when we drew up the contract." In a claim message that uses an indirect approach, the subject line: a. shows a tone of firmness with
anger. d. quickly identifies the situation Karen was promised a year's warranty when she bought a new cell phone. However, it quit working after three months. Which of the following is the first step she should take when writing an indirect claim message to the cell phone company? a. Express disinterest in a continued relationship. b. Identify the situation (invoice number, product information, etc.) and lead into the problem Which of the following is true when writing indirect claims? a. One must present the facts without worrying about whether one is sounding unreasonable. d. One must keep one's tone as objective as one can while making sure the problem is understood Which of the following is true of the words to be used when writing the body of one's claim message? a. The words describing the problem should express evident displeasure. c. The words describing the problem should be courteous yet firm Which of the following is true when writing the body of a claim message? a. The problem should be explained in a tone that expresses
disinterest in a continued relationship. e. The problem should be explained completely, giving enough information to permit the reader to judge the matter Which of the following is true of writing the body of an indirect claim message? a. Since one expects resistance from the reader, one must focus on one's feelings rather than mere facts. b. Since one expects resistance from the reader, one must present one's case using facts and logic When writing indirect claim messages, whatever final words one chooses, they should clearly show that: a. the request is firm yet cordial and fair. a. the request is firm yet cordial and fair Which of the following is the main challenge when writing adjustment refusals? a. Refusing an adjustment request when one does not have strong facts to refuse. d. Refusing an adjustment request while still making possible an ongoing, positive relationship with the reader Which of the following is true regarding setting up one's strategy to write an adjustment refusal? a. One must never put a date reference early in the message. b. One must begin at a point of common agreement and then explain how the case at hand is an exception When following a specific plan for writing adjustment refusals, which of the following is the first step? a. To refuse clearly and bluntly, never including a counterproposal c. To use words that are on subject, are neutral about the decision, and set up one's strategy Which of the following is true of writing negative announcements that maintain goodwill? a. When planning a direct announcement, one will need to think about what kind of buffer opening to use. d. The indirect route is especially recommended when it is reasonable to expect that the readers would be disappointed by a direct presentation Information such as a person's age, gender, income and geographic location are called _____. a. physiographic information e. demographic information The difference between extrinsic benefits and intrinsic benefits is that: a. intrinsic benefits are those that a reader gets automatically by complying with a request. a. intrinsic benefits are those that a reader gets automatically by complying with a request The persuasive appeals identified by Aristotle that are based on the character of the speaker are referred to as: a. ethos. a. ethos The indirect method of organizing data is used for persuasive messages to set up the explanation for the negative news and the function of the opening statement is to lead to the central strategy. However, the openings of persuasive messages also have the important function of: a. gathering information about the reader. b. gaining the attention of the reader Unwanted mails that are usually discarded even before they are read are called _____. a. junk mails a. junk mails What is the reason that sales messages sent by email often create hostility among intended customers? a. They are mostly unsolicited emails. a. They are mostly unsolicited emails Which of the following is true about emotional appeals? a. Emotional appeals are best suited for selling rational products. c. Emotional appeals are those based on our senses The product most likely to be sold to consumers through rational appeals would be: a. diamond rings. d. automobile tires The product most likely to be sold to consumers through rational appeals would be: a. diamond rings. d. washing machines The product most likely to be sold to consumers through emotional appeal would be: a. garden tools sold at cut-rate prices. e. flowers in various range of colors The product most likely to be sold to consumers through emotional appeal would be: a. garden tools sold at cut-rate prices. e. diamond necklaces Which of the following on a sales envelope, has the greatest chance of being discarded before being read? a. A sales message reflecting the you-attitude d. A message with solid caps and exclamations Which of the following sentences best meets the requirements for good sales writing? a. Our candies are the best in town. d. You can try our wide range of candies Which of the following sentences best meets the requirements for good sales writing? a. Our store has the widest range of home décor in the city. b. You can choose from the wide range of home décor, the largest in the city, at our store Aggressive, commanding phrases are used to urge immediate action because: a. all readers prefer the commanding tone of such words. d. a persuaded reader may otherwise tend to put off a purchase. Strong sales messages are characterized by: a. a vague subject line open to multiple interpretations. e. an emphasis on the you-viewpoint word ... 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