Chapter 5
Which of the following statements is true of text messaging?
It cannot be used to send messages from a cellphone to a computer.
It puts less premium on conciseness than email.
It is a refinement of computer instant messaging.
It cannot be used for business purposes.
It is a refinement of computer instant messaging.
To give a routine claim the emphasis it deserves, the message must _____.
begin with a request for an adjustment
begin with details and explanation
be written inductively
use a forceful, persuasive tone
begin with a request for an adjustment
When refusing a request for a favor, the writer should:
use the inductive approach
provide a vague reason to minimize disappointment
format the message deductively
state the refusal before providing reasons
use the inductive approach
Which of the following can help make a sales message objective?
Writing inductively
Avoiding specific language
Including superlatives
Avoiding exaggerations
Avoiding exaggerations
Ch 5
_____, are websites that provide virtual community spaces to people with shared interests who can communicate, yet the textbook contends these are common sources of viruses and spyware.
Uniform resource locators
Social networking sites
Web browsers
Proxy servers
Social networking sites
Frequently forwarding email messages without the original sender's permission would likely be considered ______.
effectively anticipating readers' needs
contributing to email overload
ignoring proper formatting
saving your and the readers' time
contributing to email overload
Good-news or neutral-news messages follow a(n) _____ sequence.
indirect
passive
inductive
deductive
deductive
In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as well as organizational misdeeds such as fraud.
preventable crisis
accidental crisis
victim crisis
casualty crisis
preventable crisis
A commonly used appeal in a sales message for getting quick action is to encourage customers to buy when _____.
it is not a holiday
the company will receive benefits
a rebate is being offered
supplies are plentiful
a rebate is being offered
Ch 7
Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee. He notices many grammatical errors in Bruno's articles and decides to write a feedback message to Bruno. Which of the following guidelines should Mark follow when composing the message?
Include specific, verifiable facts
Write the message using the deductive outline
Keep the message short and general
Use evaluative words while presenting opinions about Bruno's abilities
Include specific, verifiable facts
_____ are email messages that incite panic, typically related to risks of computer viruses or deadly threats, and urge you to forward them to as many people as possible.
Flames
Computer hoaxes
Cold emails
Mousetraps
Computer hoaxes
Which of the following makes an online order confirmation effective?
Using a generic subject line
Welcoming new customers
Avoiding details about the benefits of a service
Not acknowledging orders that cannot be filled precisely
Welcoming new customers
_____ is a persuasive technique used to influence a receiver's perception of a situation.
Brainstorming
Liaising
Framing
Stroking
Framing
Which of the following is true of persuasive requests?
They are granted quickly and willingly.
They invite action only after attempting to create a desire to take action.
They begin by asking for an adjustment.
They exclude arguments as they do not anticipate any resistance.
They invite action only after attempting to create a desire to take action.
Ch 5
_____ are dynamic, with rapidly changing content that does not require authorization to post.
Flames
Cookies
Blogs
Websites
Blogs
Which of the following is true of cellphone communication?
It ensures complete confidentiality.
It is expensive when communicating with people located in different countries.
It is free from policies and legal restrictions.
It improves performance among salespersons by improving their outreach to clients.
It improves performance among salespersons by improving their outreach to clients.
For extremely important and complex procedures, consider creating a _____ to demonstrate the steps in the process.
list
line chart
flow chart
table
flow chart
Which of the following words is an example of an abstract noun?
Money
Reimbursement
Consideration
Refund
Consideration
For persuasion to be effective, you must _____.
accept your audience's point of view
coerce someone into taking action favorable to them
have a rational and logical response to your audience's arguments
use abstract nouns and passive verbs in your message
have a rational and logical response to your audience's arguments
Ch 6
Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?
A direct approach
A passive approach
An inductive approach
An interrogative approach
A direct approach
Which of the following is a virtual team management tool for team games?
Prelude
Blackboard
Huddle
Jive
Prelude
_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.
Memos and email messages
Face-to-face meetings and phone conversations
Email and voice messages
Reports and letters
Memos and email messages
Placing the refusal in the first sentence of a bad-news message usually means that _____.
the message is easily accepted
the supporting details need not be presented
the reader's reaction is likely to be negative
the reader tends to concentrate on understanding the supporting details
the reader's reaction is likely to be negative
Balancing product description with language that can help the audience picture using or benefitting from the product ensures that your message is _____.
research based
action oriented
cohesive
original
action oriented
Ch 6
While writing a good-news message, _____.
follow the inductive sequence
omit supporting details
emphasize the closing thought
place the main idea at the beginning
place the main idea at the beginning
A _____ is a collaborative website that hosts the collective work of many authors.
weblog
wiki
flame
cookie
wiki
Which of the following is true of persuasive claims?
They assume that a request will be granted only after explanations have been presented.
They pertain to guarantees, warranties, and other contractual conditions.
They posit that a petition will be approved quickly and willingly, without convincing.
They are accorded willingly, and therefore a forceful, accusatory tone is inappropriate.
They assume that a request will be granted only after explanations have been presented.
Which of the following employees shows good practice when developing a bad-news message?
Dan, a manager at Oak Inc., who avoids providing reasons to support the refusal
Aaron, a manager at Calibon Inc., who avoids using company policy as a reason for the refusal
Meena, a manager at WillWare Inc., who avoids emphasizing how her audience will benefit from the decision
Rachel, a manager at TechnoGram Inc., who avoids using the inductive approach when writing the message
Aaron, a manager at Calibon Inc., who avoids using company policy as a reason for the refusal
Which of the following can make persuasion effective?
Avoiding comparisons with other alternatives
Writing generalized messages
Knowing your audience
Using the deductive approach
Knowing your audience
Ch 5
A _____ is a seminar held via the internet.
webinar
blog
VoIP message
SharePoint
webinar
To avoid the legal perils of electronic communications, employees must be taught to _____.
write loose messages
use technical jargon
delete all old messages
organize relevant messages
organize relevant messages
Which of the following is a difference between subtle sales messages and direct sales messages?
Subtle sales messages are never included in adjustments, whereas direct sales messages are always included in adjustments.
Subtle sales messages include persuasive arguments, whereas direct sales messages do not include persuasive arguments.
Subtle sales messages have a good chance of being read, whereas direct sales messages might not be read at all.
Subtle sales messages discuss goods or services already bought, whereas direct sales messages include statements about related merchandise.
Subtle sales messages have a good chance of being read, whereas direct sales messages might not be read at all.
Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in their work schedule. However, she had been instructed by her supervisors that the company work schedule must be strictly followed without exception. Which of the following guidelines should Melody follow when composing the message denying the employee's request?
Place the bad news in the independent clause of a simple sentence
Compose the message in active voice
State the refusal before providing reasons
Give reasons that will seem logical to the employee
Give reasons that will seem logical to the employee
The unique feature or benefit of a product or service that differentiates it from other alternatives is known as its _____.
competitive advantage
central selling point
cultural difference
cost analysis
central selling point
Ch 6
_____ refers to statements made about related merchandise or service.
Remittance advice
A procedural message
Sales promotional material
An anecdote
Sales promotional material
Which of the following allows virtual teams to communicate as if on an electronic bulletin board?
Memo
Wiki
Cookie
Cache
Wiki
An appreciation message should _____.
not be sent to your supervisor
be sent within a few days of the circumstance
use exaggerated language
avoid specific comments
be sent within a few days of the circumstance
Which of the following can make the closing paragraph of a bad-news message pleasant?
Restating the refusal
Including a decision that merits an apology
Including a forward-looking idea
Inserting unoriginal statements
Including a forward-looking idea
Which of the following questions should you ask before writing a persuasive message to know your product, service, or idea?
Who are the people to whom the persuasive message is directed?
What do you want the reader to do?
How might cultural differences affect your message?
What is the cost to the receiver?
What is the cost to the receiver?
Which of the following is a Web 2.0 technology?
A database
A wiki
A flame
A cookie
A wiki