posted by Kristen on .
Question 1 of 20 5.0 Points
Which of the following would be the LEAST appropriate in the closing paragraph of a negative message?
A. "Let us know if model #A01 would be a suitable substitution."
B. "Our layaway plan will enable you to purchase all the clothes the children need for school."***
C. "We hope our decision meets with your approval."
D. "If the last week in February would be acceptable, I could schedule an afternoon workshop as well."
Question 2 of 20 5.0 Points
When you are writing subject lines for negative messages to peers and subordinates:
A. put the topic, but not your action on it, in the subject line.***
B. put the topic, including your action on it, in the subject line.
C. do not include the topic in the subject line.
D. describe how the problem happened.
Question 3 of 20 5.0 Points
Is the subject line "Improving Customer Service" appropriate in a message to superiors?
A. Yes, because it focuses on solving the problem.
B. No, because the word "service" makes the subject line seem negative.
C. No, because the boss is likely to think that you caused the problem.
D. Yes, because it makes it look like you "bought into" the goals of the organization.***
Question 4 of 20 5.0 Points
Indicate the alternative that both correctly evaluates the following sentence and correctly explains the reason for the evaluation. "As soon as you provide your date of birth on Line 2, your application for a flexible spending account will be processed."
A. Good positive emphasis because it focuses on the action the reader should take rather than on the fact that information was omitted from the form***
B. Good positive emphasis because money is tight for most people these days
C. Lacks positive emphasis because this is an insignificant reason to hold up an application for a benefit open to all employees
D. Lacks positive emphasis because the employee should know better than to make such a mistake
Question 5 of 20 5.0 Points
Which sentence presents an alternative in appropriate way?
A. "The 11:00 a.m. flight is completely sold out, so I booked you on the 2:00 p.m. flight. Hopefully that will work for you."***
B. "We are out the red units, so we went ahead and shipped you 12 green ones instead. You can return them if they do not meet your needs."
C. "It turns out the problem is bigger than we thought; the entire compressor needs to be replaced, not just the belt. We can either replace it with a new or refurbished part or you may opt just to purchase a whole new machine."
D. "The warranty period expired yesterday, so there is no choice but to pay the $119 charge to have the unit repaired."
Question 6 of 20 5.0 Points
Crystal agreed to serve on a company's advisory board and now has to contact them to say she cannot attend a scheduled meeting where she was to be one of several key speakers. What should she do?
A. Let the company know she cannot not attend and that they will have to make arrangements for another speaker.
B. Ask the company to cancel the meeting.
C. Offer to send a knowledgeable colleague in her place.***
D. Resign from the advisory board before the meeting date.
Question 7 of 20 5.0 Points
In a bad news message to subordinates, why is it a good idea to ask readers to suggest solutions to the problem?
A. So you will have someone to share the blame with if you are unable to solve the problem
B. So your subordinates will not blame you for the problem
C. To stall for time, so you can think of a solution on your own
D. Because workers who help make a decision are more likely to accept the consequences***
Question 8 of 20 5.0 Points
You have four reasons for saying "no." Two of them are very strong reasons, one has a tiny loophole and one is very weak. In your message you should:
A. include all four reasons.
B. omit the very weak reason and use the other three.
C. use only the two strong reasons.***
D. give only the strongest reason.
Question 9 of 20 5.0 Points
What is the BEST reason to omit the reason for the refusal in a negative message?
A. The reader may not think of the reason.
B. The reason reflects poorly on the company.***
C. The reason benefits the reader, but not the writer.
D. The reason is watertight.
Question 10 of 20 5.0 Points
In which of the following situations would it be BEST to recast the situation as a positive message?
A. When you want to maintain goodwill with the reader, because you still have to deal with each other
B. When there really is not a reason for the refusal
C. When you can offer an alternative that will still enable the reader to accomplish his or her goals***
D. When the reader is already expecting bad news
Question 11 of 20 5.0 Points
Which alternative indicates the message(s), if any, which can spend considerable time discussing negative aspects of a situation?
A. Direct requests
B. Persuasive problem-solving messages***
C. Sales messages
D. Clearance messages
Question 12 of 20 5.0 Points
Which pattern is most effective to deliver a persuasive message when the audience may resist doing as you ask and you expect emotion to be more important than logic in the decision?
A. The problem-solving pattern***
B. The sales pattern
C. The direct request pattern
D. The threat pattern
Question 13 of 20 5.0 Points
Which of the following is NOT a question you need to answer to choose a persuasive strategy?
A. What do you want readers to do?
B. What points will the audience agree with?***
C. How strong a case can you make?
D. What kind of persuasion does your organization value?
Question 14 of 20 5.0 Points
As a professor at State University, you have been asked to write a letter of recommendation for one of your advisees who is applying for an internship. The student is now a senior and you have known her since she was a freshman. She has taken two courses from you, and she's active in a club for which you are the faculty advisor. Which of the following would be the BEST way to begin the letter?
A. Give an overview of the student's academic achievements.
B. List specific details that you remember about the work she produced in each of the classes she took with you.
C. Make it clear that you're recommending the student for the internship and then show how well and how long you've known her.***
D. Give specific reasons that she would do well in this particular internship.
Question 15 of 20 5.0 Points
Effective openers to a sales letter may include all of the following EXCEPT:
A. a series of questions that intrigues the reader and gets her thinking.
B. a startling statement that captures the reader's attention.
C. a direct suggestion that the reader purchase a new and innovative product.***
D. an anecdote that builds suspense and makes the reader curious for more information.
Question 16 of 20 5.0 Points
The exact price of the product should be mentioned:
A. early in the letter, as soon as the offer is first mentioned.
B. in the middle of the letter, as soon as benefits are first mentioned.
C. in the last fourth of the letter, after the copy makes the reader really want the product.***
D. only on the reply coupon, since by then the reader will have definitely decided to make a purchase and the price will no longer be an issue.
Question 17 of 20 5.0 Points
You are writing to ask for money for a soup kitchen. Which of the following will BEST avoid having the letter look like a selfish plea for money?
A. Creating psychological description
B. Writing thank-you letters to donors***
C. Asking for help at the kitchen and other forms of aid
D. Suggesting amounts of monetary donations
Question 18 of 20 5.0 Points
Which of the following would be an example of an emotional appeal that is part of a persuasive message?
A. "All of the ingredients we use are home-grown in the United States."***
B. "We can save 20% in labor costs if we relocate our plant to the Midwest."
C. "Collectively our management team has over 100 years of experience in the business."
D. "The new company president invites a different employee to breakfast each day in order to get to know each of the staff members."
Question 19 of 20 5.0 Points
Which of the following statements explains why threats are NOT effective for motivating people?
A. Threats reduce tension.
B. Threats ensure that appropriate actions are not abandoned.
C. Threats produce permanent change.
D. Threats provoke counteraggression.***
Question 20 of 20 5.0 Points
You are writing to a reader who favors a different solution than the one you recommend. Which of the following is MOST likely to persuade the reader?
A. Describe your reader's solution first, explain why it won't work, and then go on to describe your own solution.
B. Ignore your opponent's solution and just concentrate on your own.
C. Describe your own solution first. Then briefly say why your reader's idea won't work.
D. Go back and forth between solutions, contrasting step by step.***
The *** indicates the answer I have chosen. Thanks.
Your textbook will be the best place to be sure of answers.
I disagree with you on #s 1, 3, 5, and 16.
I don't know about #s 9, 17, and 18.
Check your text.
Thank you. I made a 70% on this test, so I know at least 3 are wrong. On #1, I was torn between B and C. I'm reconsidering #3 to choice A. #5 I feel is the best choice. Lastly, #16 might be A.