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Question
Briefly describe the elements of a negative message that uses the indirect approach.Answer
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Related questions
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To avoid being accused of defamation when you refuse an adjustment _____________
A) make all refusals by phone instead of in writing.
B) explain why you are making the refusal.
C) consult your company's legal department or an attorney if you think a message might have legal consequences.
D) all of the above.
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A good way to de-emphasize bad news is to _____________
A) maximize the space devoted to it.
B) say, "I trust our decision is satisfactory."
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Use the direct plan with a bad-news message if _____________
A) the message will have a great deal of personal impact on members of the audience.
B) when the reader prefers short messages.
C) an order is unfillable or portions of it must be back-ordered.
D) you are refusing to make an adjustment on a claim.
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When refusing a routine request, it's a good idea to imply that other assistance or information might be available, even if it isn"t, in an attempt to calm the customer.
A) True
B) False
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In the close to a bad-news message, you repeat the bad news.
A) True
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You should use the indirect plan if you want to present an image of firmness and strength.
A) True
B) False
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You would use the direct plan for bad-news messages when the message has little or no personal impact on the audience.
A) True
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When delivering bad news, you have only one goal: to maintain a good image for yourself.
A) True
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When responding to a customer request for an adjustment, it is usually sensible to assume that _____________
A) the customer's account of the situation is truthful.
B) the customer's account of the situation is exaggerated.
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In a positive message, the main idea is presented _____________
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B) at the end of the middle paragraph.
C) right at the beginning of the letter.
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If you request a recommendation from a person you haven't had contact with recently, you should _____________
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List three common types of monitor/control reports.
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__________ protection is initiated the moment the expression is put into fixed form.
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A(n) __________ report is easier to organize than an analytical report because it simply provides nothing but facts.
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Some external parties prepare a formal invitation to bid on their contracts, called _______________
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In an unsolicited proposal, the writer ______________
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C) uses a style approved by the company or the organization.
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The longer the message, the more effective the indirect approach is likely to be.
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If the audience for your sales letter promoting a new security system is made up of affluent suburbanites, the consumer benefit you would most want to emphasize in your letter is _____________A) the reliability of the system when protecting the consumer's property.B) the low cost.C) the attractive appearance of the device.D) easy, do-it-yourself installation.
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Explain how to balance emotional appeals and logical appeals to persuade an audience.
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Briefly explain the difference between selling points and benefits, and then give an example of each.