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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
a. knows the reasons for the rejection clearly.
b. learns of the bad news directly.
c. understands the legal implications of the bad news.
d. receives the bad news via certified mail.
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a. knows the reasons for the rejection clearly.
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One of your goals in sending messages is to project a professional and positive image. One technique to project the
proper image is by
a. responding briefly without providing clear details.
b. employing an irate tone.
c. using forceful or aggressive language.
d. controlling your emotions.
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d. controlling your emotions.
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Receivers are far more likely to accept negative news when you show that the decision was
a. fair.
b. impartial.
c. rational.
d. All answer choices are correct.
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d. All answer choices are correct.
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When writers must convey bad news, they must carefully consider all of the following except the
a. purpose.
b. context.
c. audience.
d. total number of words they use.
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d. total number of words they use.
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You will use the direct strategy for your message when the bad news is not damaging, when the receiver might
overlook the bad news, when directness is preferred, and when
a. the bad news threatens the customer relationship.
b. the bad news is unexpected.
c. firmness is necessary.
d. the bad news will provoke a hostile reaction.
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c. firmness is necessary.
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Which of the following bad-news messages should be organized using the direct strategy?
a. An announcement of changes in business services
b. A layoff notice for a long-time employee
c. A denial of benefits on an insurance claim to an angry customer
d. A notice of an unexpected plant closure to the city
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a. An announcement of changes in business services
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Which of these patterns is typical for bad-news messages presented in the indirect strategy?
a. Buffer, reasons, bad news, and closing
b. Buffer, bad news, and closing
c. Explanation, bad news, buffer, and closing
d. Bad news, explanation, and closing
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a. Buffer, reasons, bad news, and closing
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Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he
anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?
a. Bad news, explanation, reasons, and closing
b. Bad news, reasons, buffer, and closing
c. Buffer, reasons, bad news, and closing
d. Buffer, explanation, reasons, and closing
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c. Buffer, reasons, bad news, and closing
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The primary difference between ethical and unethical communicators is that unethical communicators
a. intend to deceive.
b. use only the indirect strategy regardless of the audience, purpose, or topic.
c. use only the direct strategy regardless of the audience, purpose, or topic.
d. omit the buffer from their bad-news messages.
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a. intend to deceive.
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Which of the following statements about the ethics of delivering bad news is most accurate?
a. Delaying the bad news in a message is manipulative.
b. The indirect strategy is unethical only if the writer intends to deceive the reader.
c. Using the indirect strategy is a way to hide the bad news from the reader.
d. Delivering bad news is a fact of life; consequently, you need not worry about ethics.
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b. The indirect strategy is unethical only if the writer intends to deceive the reader.
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The buffer in a bad-news message is a
a. hint that good news will follow.
b. statement completely unrelated to the bad news so that receivers will not know that bad news is coming.
c. statement that reduces shock or pain and encourages the receiver to continue reading.
d. denial of the requested action.
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c. statement that reduces shock or pain and encourages the receiver to continue reading.
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Which of the following would be an effective way to begin a bad-news message using the indirect strategy?
a. Complimenting the reader
b. Providing a statement of mutual agreement
c. Revealing the best news
d. All answer choices would be effective techniques to open a bad-news message using the indirect strategy.
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d. All answer choices would be effective techniques to open a bad-news message using the indirect strategy.
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Which of the following is not a helpful tip for apologizing in a negative-news message?
a. Be sincere and explain what you will do to prevent recurrence.
b. Accept responsibility.
c. Focus on your regret.
d. Use good judgment, and do not admit blame without consulting your supervisor.
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c. Focus on your regret.
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Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the
best apology?
a. We know that you rely on your espresso machine to function properly.
b. We apologize for any inconvenience this may have caused.
c. We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence
of this problem, we will recalibrate the heating element at no charge to you.
d. It is unfortunate that you are unhappy with your espresso machine.
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c. We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
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Which of these messages most effectively conveys empathy in a bad-news message?
a. You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
b. I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to
improve our future performance.
c. We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you
have expressed.
d. It is with great regret that we must take this step, but you have left us no choice.
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a. You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
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Which of the following is the most important part of a negative message?
a. A positive, forward-looking closing
b. A neutral buffer
c. An explanation of the reasons for the bad news
d. The bad news itself
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c. An explanation of the reasons for the bad news
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When presenting the reasons for bad news, you should
a. use positive wording.
b. explain the reasons clearly and specifically without revealing confidential information or creating potential
legal liability.
c. cite benefits to the reader or others.
d. All answer choices are correct.
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d. All answer choices are correct.
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You must decline an employee’s request to telecommute three days per week. Which of the following statements best
explains why this bad news is necessary?
a. Our current company policy does not allow telecommuting.
b. Unfortunately, we regret that we are unable to afford the expenses associated with telecommuting.
c. Your daily presence in the office is important to ensure regular customer contact.
d. Your work standards cannot be relied on unless we are able to observe you at your workstation
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c. Your daily presence in the office is important to ensure regular customer contact.
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All of the following are effective techniques for softening bad news except
a. suggesting a compromise or an alternative.
b. positioning the bad news at the beginning or end of a paragraph.
c. placing the bad news in a subordinate clause.
d. using passive-voice verbs.
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b. positioning the bad news at the beginning or end of a paragraph.
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Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI
Industries, usually donates. Which of the following most effectively implies the refusal?
a. BMI Industries regrets that it cannot contribute this year, but the company hopes to be able to next year.
b. Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next
year.
c. Although we cannot contribute this year, we may be able to next year.
d. Unfortunately, we are prevented from contributing this year, but we may be able to in the future.
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b. Although our profits are being reinvested in BMI Industries this year, we hope to be able to contribute next year.
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The closing of a bad-news message may include all of the following except
a. anticipate future relations or business.
b. reference resale or promotional information.
c. include coupons, samples, or gifts.
d. a restatement of the bad news.
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d. a restatement of the bad news.
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Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best
closing?
a. If you have any questions, Ryan, please do not hesitate to call me.
b. If you had the required five years’ experience in social work, we could have included you in the final slate of
candidates.
c. Again, Ryan, we truly regret being unable to offer you this position.
d. We wish you all the best in your job search.
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d. We wish you all the best in your job search.
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When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide
a. whom or what to blame.
b. where and how to apologize.
c. how to invite further correspondence.
d. whether to use the direct or the indirect strategy
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d. whether to use the direct or the indirect strategy
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Which of the following sentences presents the reason for denying a customer’s request for credit most effectively?
a. Your request for credit has been denied.
b. Because you have not been employed for the past 15 months and have credit debts of over $4,000, we will not
be able to grant you credit at this time.
c. Although your credit rating does not meet our minimum standards, we would be happy to reconsider your
application if you add a cosigner.
d. Your failure to meet our standards will not allow us to issue you a credit account.
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c. Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner.
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Which of the following best presents the bad news in a message refusing a customer’s claim?
a. We are sorry that we cannot give you a full refund for your DVD player.
b. Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
c. The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the
warranty that came with your DVD player.
d. Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
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d. Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
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All businesses deal with unhappy customers at some point, and they typically follow this pattern in these situations:
call the customer, describe the problem and apologize, offer an explanation and resolution, and
a. follow up with a message that documents the phone call and promotes goodwill.
b. suggest a face-to-face meeting to resolve any remaining issues.
c. come to an agreement on a refund or compensation.
d. provide resale information or promote products and services.
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a. follow up with a message that documents the phone call and promotes goodwill.
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Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
a. Investigate the situation thoroughly before responding.
b. Admit that her company errored if the complaint is legitimate and try to remedy the problem.
c. Suggest a refund or a discount on future services.
d. Kenesha should follow all these tips
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d. Kenesha should follow all these tips
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A bad-news message, whether delivered in person or in writing, is usually better received when you
a. give the reasons before the bad news.
b. immediately share the bad news.
c. provide the reasons and explanations but conceal the bad news.
d. combine the buffer and bad news.
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a. give the reasons before the bad news.
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When you must deliver bad news to one person or a small group, you should usually
a. send an anonymous letter.
b. address the issue in a department meeting.
c. deliver the message in person.
d. wait at least one week so that you can formulate your thoughts.
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c. deliver the message in person.
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All of the following are helpful tips to deliver a bad-news message personally in the workplace except
a. consider taking a partner if you fear a "shoot the messenger" reaction.
b. focus on the future and avoid discussing the past or the present.
c. think about timing and do not deliver bad news on a Friday afternoon.
d. prepare and rehearse; outline what you plan to say.
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b. focus on the future and avoid discussing the past or the present.
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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
a. let the employees find out through the office grapevine.
b. inform the employees promptly.
c. deliver the news personally, if possible.
d. be honest.
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a. let the employees find out through the office grapevine.
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The buffer in a bad-news message to employees should
a. explain the organization’s side of the story.
b. mention reader benefits related to the reasons for the denial.
c. provide information about an alternative if one exists.
d. be a neutral or positive statement that transitions to the reasons for the bad news.
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d. be a neutral or positive statement that transitions to the reasons for the bad news.
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Which of the following sentences to employees best explains the reasons for a reduction in a company workforce?
a. Although we would like to retain our current workforce, we have no choice but to reduce the number of
employees.
b. We did everything possible to prevent this from happening.
c. The decision cannot be changed.
d. Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all
of you.
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d. Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you.
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What is the best advice for presenting the bad-news portion of your negative message to employees?
a. Strive to sugarcoat the message to ease the employees’ pain.
b. Place the bad news in the first sentence of a paragraph.
c. Position the bad news so that it does not stand out.
d. Use subjective language.
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c. Position the bad news so that it does not stand out.
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|
Persuasion in today’s businesses focuses on
a. distorting the facts to bolster sales.
b. generating and sending messages using only electronic media.
c. influencing others.
d. writing direct messages.
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c. influencing others.
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Persuasion is necessary when
a. you anticipate that your audience will agree with your position.
b. your audience is skeptical about your idea.
c. audience attitudes match the objectives of your plan.
d. your message is especially attractive to the audience.
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b. your audience is skeptical about your idea.
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Which statement about persuasion in today’s society is most accurate?
a. The number of persuasive messages Americans receive per day has declined.
b. Individuals need not be concerned about persuasive practices and their influence on human behavior.
c. Persuasive messages sent via social media have not impacted individuals or American culture.
d. Today’s persuasion is different from persuasion used in previous times.
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d. Today’s persuasion is different from persuasion used in previous times.
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Which of the following statements is most accurate?
a. Only large corporations use persuasion when selling their products.
b. Today’s persuasion is obvious and blatant.
c. Persuasive messages are sent faster and reach greater audiences today.
d. Today’s successful marketers have learned to standardize their persuasive efforts to reach their audiences.
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c. Persuasive messages are sent faster and reach greater audiences today.
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As a persuasive writer, you should practice all of the following except
a. showing that you are truthful, experienced, and knowledgeable.
b. offering a bribe or kickback to ensure that you win over your audience.
c. anticipating opposition from conflicting beliefs, values, and attitudes and being prepared to counter with wellreasoned
arguments and facts.
d. incorporating statistics, reasons, and analogies and then converting these facts into specific audience benefits.
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b. offering a bribe or kickback to ensure that you win over your audience.
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|
Most persuasive requests should be organized
a. directly.
b. chronologically.
c. quickly.
d. indirectly
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d. indirectly
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Which of the following messages would most likely require the indirect strategy to persuade an audience?
a. Informing employees of an upcoming all-staff meeting
b. Announcing the hiring of a new sales director
c. Asking an employer for agreed-upon benefits such as vacation time
d. Requesting favors and action from coworkers
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d. Requesting favors and action from coworkers
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When using the indirect strategy in a persuasive message, you should place the reasons and explanations
a. in the closing of the message.
b. after the main idea.
c. before the main idea.
d. in an attachment to the message.
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c. before the main idea.
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Sammie is planning a persuasive request. What advice should she follow for the opening of her request?
a. Provide her telephone number.
b. Capture the reader’s attention and interest.
c. Cite facts, statistics, expert opinions, examples, and specific details to support her request.
d. Identify herself and her company.
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b. Capture the reader’s attention and interest.
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Select the most effective opening for a persuasive request that invites a state representative to speak at your
organization’s Flag Day celebration.
a. If you have June 14 open, would you be interested in speaking at our Flag Day ceremony?
b. Please consider this letter an invitation to address our organization on June 14.
c. Your patriotism and leadership in the House of Representatives have improved the quality of life across our
state.
d. The Patriotic Council promotes respect for the flag and our country, just as you do, which is why we are
asking you to be our guest speaker for our Flag Day ceremony on June 14.
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c. Your patriotism and leadership in the House of Representatives have improved the quality of life across our state.
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In the body of a persuasive request, you can reduce resistance by
a. focusing exclusively on benefits to the writer of the request.
b. shifting reader attention through praise and compliments.
c. avoiding any potential reasons for resistance.
d. anticipating objections and offering counterarguments.
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d. anticipating objections and offering counterarguments.
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|
The closing of a persuasive request should
a. establish your credibility and demonstrate your competence.
b. meet governmental regulations.
c. describe the problem.
d. motivate action.
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d. motivate action.
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Choose the best closing for a message requesting the receiver’s support for a proposed change in a benefits plan.
a. Please e-mail me at your earliest convenience with your decision.
b. Contacting me by December 1 about your support of this new benefits plan will allow me to present this
proposal at the next strategic planning session.
c. If you have any further questions about this new benefits plan, please do not hesitate to contact me.
d. We really need to implement this new benefits plan soon.
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Contacting me by December 1 about your support of this new benefits plan will allow me to present this proposal at the next strategic planning session.
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Persuasive claim or complaint messages are often written when
a. products are damaged.
b. wrong shipments are delivered.
c. mistakes in billing occur.
d. All answer choices are correct.
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d. All answer choices are correct.
|
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Effective persuasive claim messages
a. vent the writer’s anger and frustration.
b. present a logical case with clear facts.
c. help the reader by showing who is to blame for the problem.
d. display strong emotion.
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b. present a logical case with clear facts.
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|
When writing persuasive claim or complaint messages, you should
a. suggest that the receiver intentionally deceived you or intentionally created the problem.
b. use a moderate tone.
c. inform the reader that you will contact the Better Business Bureau if your claim is not granted.
d. use a strong tone with accusatory language to demonstrate your dissatisfaction.
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b. use a moderate tone.
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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?
a. Appeal to the receiver’s sense of responsibility and pride in the company’s good name.
b. Begin by presenting his resolution to the problem.
c. Address the message to a department or "To Whom It May Concern."
d. Show specifically how the receiver or the receiver’s company caused the problem.
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a. Appeal to the receiver’s sense of responsibility and pride in the company’s good name.
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Which statement about today’s organizations and their employees is most accurate?
a. Organizations are establishing more levels of management to conduct operations and to oversee employees.
b. Executives today rely on persuasion to achieve buy-in from subordinates.
c. There have been few changes in today’s organizations for employees.
d. Today’s information-age workers rely on managers to be their information providers.
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b. Executives today rely on persuasion to achieve buy-in from subordinates.
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|
Which of the following situations would most likely require persuasion within an organization?
a. Outlining company policy on personal use of e-mail
b. Explaining a new procedure that will go into effect next month
c. Asking employees to accept a pay cut to avoid layoffs or plant closings
d. Informing employees about the new process for reporting overtime hours
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c. Asking employees to accept a pay cut to avoid layoffs or plant closings
|
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Which of the following is most accurate about the use of persuasion in business?
a. Honesty is not just the best policy; it’s the only policy.
b. The goal is to manipulate employees into accepting a message.
c. Some puffery and skillful misrepresentation make persuasive messages more effective.
d. The key to persuasion is proving the weakness of the receiver’s position.
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a. Honesty is not just the best policy; it’s the only policy.
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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?
a. Avoid telling the employees the reason for the decision.
b. Use a threatening tone so that employees know that this is a serious matter.
c. Be honest and provide the important reasons for the increase in individual contributions.
d. Tell the employees to "Suck it up" and deal with the increased individual costs.
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c. Be honest and provide the important reasons for the increase in individual contributions.
|
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You want to propose a workplace change to your employer. Which of these is the best advice for you?
a. Because your supervisor should already be aware of the pros of changing the procedure, avoid providing any
evidence.
b. Stress your own needs and how you will benefit from the change because this is your proposal.
c. Avoid words like suggest and recommend because these words make you look weak.
d. Focus on how much money the proposed change will save the company
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d. Focus on how much money the proposed change will save the company
|
|
Choose the best advice to craft an effective direct-mail sales letter.
a. Use slightly illegal sales tactics to get the desired sale.
b. Develop and present a strong rational selling point early in the body of the letter. Later, add emotional appeals,
using each appeal only once.
c. Present information completely, using a personalized tone.
d. Design your message for a general audience.
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c. Present information completely, using a personalized tone.
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|
Your primary goal in writing a sales or marketing message is to
a. demonstrate creativity and marketing skills.
b. create a strong personal and professional image for yourself.
c. get your audience to devote a few moments of attention to your message.
d. become a perceptive consumer of ideas, products, and services.
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c. get your audience to devote a few moments of attention to your message.
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|
Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What
does AIDA represent?
a. Attention, interest, desire, and action
b. Attraction, innovation, determination, and activity
c. Appeal, input, develop, and attune
d. Access, incite, determine, and activate
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a. Attention, interest, desire, and action
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|
The opener for a sales message should be
a. provocative, humorous or entertaining, and medium length (5-10 lines).
b. stimulating, relevant, honest, and short (1-5 lines).
c. appealing, informative, persuasive, conversational, and medium length (5-10 lines).
d. entertaining or serious, focused, persuasive, and short (1-5 lines).
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b. stimulating, relevant, honest, and short (1-5 lines).
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|
You can effectively build interest in a sales message by
a. including your credentials.
b. motivating action in the closing.
c. emphasizing central selling points identified in the prewriting analysis.
d. suggesting the reader lacks good judgment if he or she doesn’t buy today.
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c. emphasizing central selling points identified in the prewriting analysis.
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|
Rational appeals focus on making or saving money, increasing efficiency, and
a. soothing the egos of managers.
b. making good use of resources.
c. identifying status in the workplace or community.
d. enjoying sensory input
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b. making good use of resources.
|
|
Emotional appeals
a. focus on making or saving money.
b. explain how to increase efficiency or protect resources.
c. solve workplace problems.
d. focus on status, ego, and sensual feelings.
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d. focus on status, ego, and sensual feelings.
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|
Use an emotional appeal when the
a. product is expensive; long-lasting; or important to health, security, and financial success.
b. product is inexpensive, short-lived, or nonessential.
c. reader is comparing similar products from other companies.
d. reader has a college education.
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b. product is inexpensive, short-lived, or nonessential.
|
|
Techniques to elicit audience desire and overcome reader resistance in a marketing message include all of the
following except
a. testimonials.
b. money-back guarantees.
c. application forms.
d. free samples or trials.
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c. application forms.
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|
Which of the following most effectively reduces resistance and builds desire?
a. If you are worried about booking a tour with us, please know that our European walking tours were rated the
safest and best planned in the industry.
b. Join one of our European walking tours this summer for an unbelievable cultural experience.
c. Going on a walking tour of Europe is fun.
d. Our travel company knows Europe and is eager to show it to you.
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a. If you are worried about booking a tour with us, please know that our European walking tours were rated the safest and best planned in the industry.
|
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Which of the following is the most effective closing for a sales message?
a. Making this training choice for your employees today may be the smartest business decision you’ll ever make.
Consider the benefits, and I am sure that you will agree.
b. Because we are confident that you will choose us for your training needs, we will visit you on Friday to
finalize your contract.
c. Complete the enclosed interest card and mail it to us at your earliest convenience.
d. If your sales don’t increase at least 10 percent after your salespeople complete our "Closing the Deal"
training, you get a full refund. Use our toll-free number to call me by August 1 and begin training on
September 1.
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d. If your sales don’t increase at least 10 percent after your salespeople complete our "Closing the Deal" training, you get a full refund. Use our toll-free number to call me by August 1 and begin training on September 1.
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Purposes of e-mail marketing include attracting new customers, keeping existing customers, encouraging future sales,
cross-selling, and
a. seeking new employees.
b. lobbying local legislators.
c. cutting costs.
d. importing products from international businesses.
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c. cutting costs.
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The main information in an e-mail sales message should be placed above the fold, which means that
a. all main points follow standard business etiquette and online netiquette.
b. you are certain that your e-mail adheres to all legal standards.
c. your primary points appear early in the message.
d. your e-mail message does not exceed one screen in length
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c. your primary points appear early in the message.
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