Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will |
identify enclosed copies of all pertinent documents. |
Which of the following sentences is not a parallel step in this set of instructions? |
Placing age or gender preference in the candidate qualifications section creates legal jeopardy. |
Goodwill messages should be short, selfless, specific, spontaneous, and |
sincere. |
Which of the following is an effective opening for a routine request message? |
Please answer the following questions about your Web services |
One important guideline when preparing instructions is to |
divide the process into logical steps and present them in the correct order. |
Although e-mail is successful for both internal and external communication, you should still use letters |
formality and sensitivity are essential. |
Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response? |
Thanks for your kind words regarding my promotion. |
The closing of an adjustment message should |
express confidence in future business relations. |
Which of the following is not a routine business message? |
A letter to a customer denying his or her request for credit |
Which part(s) of your messages are readers likely to find most interesting and read first? |
Opening and closing |
Which of the following statements best describes the use of letters, e-mails, and memos in businesses today? |
Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization. |
In which of the following situations should you send a letter instead of an e-mail message? |
You are asking leading members of the community to contribute to a fundraising event to improve local parks. |
When writers must convey bad news, they must carefully consider all of the following except the |
total number of words they use. |
Receivers are far more likely to accept negative news when you show that the decision was |
fair, impartial, rational = All answer choices are correct. |
You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news? |
Beginning last month, our restaurant was closed on Sundays. |
All of the following are helpful tips to deliver a bad-news message personally in the workplace except |
focus on the future and avoid discussing the past or the present. |
Which of the following sentences to employees best explains the reasons for a reduction in a company workforce? |
Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you. |
What is the best advice for presenting the bad-news portion of your negative message to employees? |
Position the bad news so that it does not stand out. |
The ability to understand and enter into the feelings of another is called |
empathy. |
Which of the following is not a helpful tip for apologizing in a negative-news message? |
Focus on your regret. |
Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first? |
Analyze the bad news to see how it will affect his reader |
Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written |
carefully. |
One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by |
controlling your emotions. |
The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and |
knows the reasons for the rejection clearly. |
Human Resource Specialist Julie Woodard must inform employees of a major reduction in health care benefits. When delivering this announcement, she should apply all the following techniques except |
let the employees find out through the office grapevine. |
Instant messaging and text messaging are advantageous for all of the following reasons except |
guaranteed privacy |
Podcasts and wikis are part of the new user-centered virtual environment called |
Web 2.0 |
What advice should you follow when using down-editing to reply to an e-mail message? |
Delete the sender’s message header, signature, and all unnecessary parts. |
Eyasu must create a corporate blog. Which of the following should he use in his blog? |
Eyasu should use all these techniques in his blog |
An e-mail message or memo usually ends with action information, dates, or deadlines; a summary of the message; or a |
closing thought. |
Which of the following statements best describes use of social networks by businesses today? |
Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity. |
Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line? |
Please Attend Staff Meeting August 15 |
What is the current advice on the use of a greeting on business e-mail? |
Begin with a greeting to provide a visual cue and to show friendliness. |
Tara is starting a new job that will allow her to use text messaging. What advice should she follow? |
Identify herself when texting a new contact. |
When writing or responding to a blog, you should |
correct any errors in your grammar, spelling, and mechanics. |
Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and |
may become evidence in court. |
News professionals, educators, and corporate trainers create digital audio or video files; and receivers can download the files to a computer or a smartphone to view or hear the file contents. What are these digital audio or video files called? |
Podcasts |
Why do some employers forbid employees to use instant messaging (IM) and texting? |
Some employers consider IM and texting distractions. |
Learning to compose effective sales and marketing messages benefits you because |
techniques for sales writing can be applied in any persuasive communication. |
Mikhail’s claim has been denied once. Now, he is writing a second persuasive claim message to his digital media services company asking for a promised rebate package. Because he expects resistance, what should he do? |
Appeal to the receiver’s sense of responsibility and pride in the company’s good name. |
Rational appeals focus on making or saving money, increasing efficiency, and |
making good use of resources. |
Persuasion in today’s businesses focuses on |
influencing others. |
As a manager, Corbin must inform his staff that all employees must now contribute more to their health insurance premiums. What advice should Corbin follow when delivering his message? |
Be honest and provide the important reasons for the increase in individual contributions. |
The closing of a persuasive request should |
motivate action. |
Effective persuasive claim messages |
present a logical case with clear facts. |
You must write a sales message to prospective customers. What should you do in the opening of your sales message? |
Offer something valuable, promise a benefit to the reader, or use some other technique to gain your reader’s attention. |
Techniques to elicit audience desire and overcome reader resistance in a marketing message include all of the following except |
application forms. |
As a persuasive writer, you should practice all of the following except |
offering a bribe or kickback to ensure that you win over your audience. |
Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What does AIDA represent? |
Attention, interest, desire, and action |
When you use the AIDA persuasive approach, your first task is to gain the reader’s attention (A). Which of the following represents your second step, or "I" tasks, of AIDA? |
Describe the benefits a product or service offers and make rational or emotional appeals. |
BUS 215 – Practice Exam 2 (#2)
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