Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Business Communication
Q:
Information about the personality, attitudes, lifestyle, and other psychological characteristics of a group of individuals constitutes their ________.
A) psychographics
B) demographics
C) psychogenesis
D) psychogeography
E) geography
Q:
The demographics of a group of individuals can include information about their ________.
A) personalities
B) attitudes
C) education
D) lifestyles
E) cultures
Q:
The first task in planning persuasive messages is to ________.
A) gather information
B) select the right medium
C) organize your information
D) analyze the situation
E) choose the format for your message
Q:
A message that attempts to change an audience's attitudes, beliefs, or actions is a(n) ________ message.
A) routine
B) negative
C) persuasive
D) positive
E) unethical
Q:
Describe ways in which you can minimize the importance of price in a sales letter. Also outline ways in which you can address audience objections to the price of your product.
Q:
What are the guidelines for developing an effective persuasive claim?
Q:
How would you increase the emotional appeal of the following persuasive message?
"Our soup kitchen provides food to over a hundred homeless people every day. We get no funds for this from the government, and our funding comes exclusively from private individuals and corporations. Please consider contributing time and/or money to our group to help us run these soup kitchens. To make a contribution, call 123-4567."
Q:
Identify six ways to establish your credibility in persuasive messages.
Q:
Marketing and sales messages are considered binding contracts in many states in the United States.
Q:
According to the FTC, offering a money-back guarantee or providing letters from satisfied customers constitutes evidence for claims made in a persuasive message.
Q:
Companies should use fake blogs as a creative and effective way to initiate and manage conversations on social media.
Q:
The use of "advertising speak" is not effective in promotional messages for social media.
Q:
Avoid the use of words like "economical" or "luxurious" to prepare readers for the price of a certain product; it is always more effective to just state the price.
Q:
Unlike other business messages, successful marketing and sales messages start with an analysis of the competition.
Q:
Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision.
Q:
Close persuasive claims on a respectful note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship.
Q:
Analogy refers to a logical fallacy in which you try to support your claim by reinstating it in different words.
Q:
Logical appeal uses one of three types of reasoninganalogy, induction, and deduction.
Q:
The AIDA model can use either a direct or an indirect approach.
Q:
Identifying your sources will help you to establish credibility.
Q:
When trying to persuade a skeptical or hostile audience, you should use complex and technical language to demonstrate your competence in the area.
Q:
Persuasive messages ask audiences to give something of value or take substantial action.
Q:
The price of a product can be a particularly tricky issue in any promotional message. You should always ________.
A) downplay the price
B) highlight the price
C) look for ways to increase the perceived value of the purchase
D) avoid using words such as "luxurious" or "economical" to characterize the price
E) leave out pricing information altogether
Q:
Which of the following statements describes a benefit of a product?
A) Get a car loan with no money down and a 0% interest rate.
B) Our gyms are designed to make you feel comfortable and positive.
C) Our food bank provides nutritious food to 200 homeless people everyday.
D) This digital camera has a resolution of 8 megapixels.
E) This cereal is fortified with 6 essential vitamins and minerals.
Q:
Which of the following statements is an example of a benefit of an LED TV?
A) This TV has our patented Hyper-D 3D technology.
B) This TV is completely Internet-enabled.
C) This TV's i-Share technology helps you share movies wirelessly.
D) The Acer surround sound on this TV is the best in the industry.
E) This TV comes with a high-tech universal remote.
Q:
Given below are the closing statements of some persuasive messages. Judging from the call to action made in each, which of the following constitutes a sales message?
A) To know more about this product, please visit our website at akme/new.com.
B) To order this product, call 345-1234 or visit our online store at akme/store.com.
C) To receive a free product demo, call Alex at 345-1234, or email him at [email protected].
D) To receive a free trial pack, visit our website at akme/new.com.
E) To view customer testimonials, visit our website at akme/feedback.com.
Q:
Sales messages ________.
A) usher potential buyers through the purchasing process without asking them to make an immediate decision
B) focus on such tasks as introducing new brands to the public and reminding buyers that a particular product is available
C) encourage customers to seek more information about a product
D) encourage potential buyers to make a purchase decision then and there
E) primarily involve a mere presentation of ideas and do not make a call to action
Q:
A persuasive claim should close ________.
A) with a clear indication of the unfavorable consequences of denying the claim
B) on a positive note that reflects how a successful resolution of the situation will repair or maintain a mutually beneficial working relationship
C) with a sincere apology that acknowledges the trouble caused to the reader due to the claim
D) by outlining the problem and continue by reviewing what has been done about it so far
E) with specific details about how you would like to see the situation resolved
Q:
An effective persuasive claim should avoid ________.
A) reviewing the facts of the case
B) using an intimidating tone
C) being specific about how the problem should be resolved
D) closing on a positive note
E) showing how the individual is responsible for the problem
Q:
Adelphia Technologies has recently launched an "I am an Adelphian" campaign that uses posters and lectures to educate employees about the importance and advantages of having a diverse workforce. What type of persuasive business message does this constitute?
A) persuasive requests for action
B) persuasive presentation of ideas
C) persuasive requests for proposal
D) persuasive claims
E) persuasive requests for adjustment
Q:
When putting together persuasive arguments ________.
A) avoid compromising
B) rely solely on great arguments
C) recognize that persuasion is a one-shot effort
D) communicate through vivid language
E) use a hard sell
Q:
All of the following are ways to reinforce your position in persuasive messages, EXCEPT ________.
A) using vivid language
B) using metaphors
C) using anecdotes
D) pointing out benefits to the audience
E) using jargon and complex language
Q:
Which of the following is a guideline for avoiding faulty logic in a persuasive message?
A) You should be able to isolate the impact of a specific factor before assuming that it's the cause of whatever effect you're discussing.
B) You should try to support your claim by restating it in different words.
C) You should try to attack your opponent's character, not the argument your opponent is making.
D) You should try to reduce a complex situation to a simple "either/or" statement if the situation isn't that simple or clear-cut.
E) You should attribute a causal relationship if one event precedes the other.
Q:
"It is widely believed that the economy is now well on its way to recovery. Therefore, it is only a matter of time before our company also sees a turnaround." This message uses the reasoning method of ________ to create logical appeal.
A) induction
B) analogy
C) abductive reasoning
D) deduction
E) circular reasoning
Q:
"Our profits were up by 10 percent last quarter. Employee turnover has been cut by almost half from last year. Last, but not the least, our market share has increased by 15 percent over the past 9 months. Considering these figures, we can safely say that our short-term growth strategy has been a great success." Identify the reasoning method used in this message to create logical appeal.
A) abductive reasoning
B) analogy
C) inductive reasoning
D) deductive reasoning
E) metaphor
Q:
Which of the following is an example of an analogy?
A) The results of this survey showed that people like our product more than our competitor's product.
B) There is a national trend toward healthier eating; as a result we should see an increase in the sales of our low-fat items.
C) Our office operates like a pride of lions with one Alpha male on top and everyone else answering to him.
D) All employees have health coverage. Therefore, since Tom is an employee, he must have health coverage.
E) All large multinational corporations have offices in Japan. Therefore, we should also consider doing the same.
Q:
When using an analogy to create logical appeal, you ________.
A) work from specific evidence to a general conclusion
B) work from a generalization to a specific conclusion
C) reason from specific evidence to specific evidence
D) present a specific problem using words such as freedom, success, and free
E) present evidence for a claim by repeating the claim
Q:
Which of the following is true about the use of the AIDA model in organizing persuasive messages?
A) AIDA is a unidirectional method that essentially talks at audiences, not with them.
B) The AIDA model can only use the indirect approach to persuasive messages.
C) AIDA is especially useful for building a mutually beneficial, long-term relationship with the audience.
D) The AIDA model is tailor-made for using the direct approach in persuasive messages.
E) When an AIDA message uses the indirect approach and is delivered by memo or email, the subject line should reveal the main idea.
Q:
Which of the following is the final phase in the AIDA model of organizing persuasive messages?
A) attention
B) interest
C) actualization
D) action
E) desire
Q:
Which of the following terms stands for the first phase in the AIDA model of organizing persuasive messages?
A) attention
B) action
C) analysis
D) assessment
E) appraisal
Q:
Which of the following is the first essential strategy of effective persuasive business messages?
A) anticipating objections
B) framing your arguments
C) using analogies to reason from specific evidence to specific evidence
D) reinforcing your position
E) balancing emotional and logical appeal
Q:
You are the president of the Literary Club of your college and are writing a letter to a famous writer requesting him to grant you an appointment to interview him for the club's journal. How would you go about organizing the information in your persuasive message?
A) You would first explain your reasons and build interest before asking for a decision or for action.
B) You would state the purpose of your message in the first line and then build your case.
C) You would only imply the purpose of your message and not state it clearly to avoid being perceived as pushy.
D) You would present your problem but avoid suggesting a solution, thus showing respect for the receiver.
E) You would avoid using attention grabbing statements in the opening of the message.
Q:
Which of the following is true about organizing your information for persuasive messages?
A) Persuasive messages should be about you, the sender, and not about the receiver.
B) Persuasive messages should have as wide a scope as possible.
C) Most persuasive messages use the direct approach.
D) If you are not in a position of power in an organization, a direct approach is most appropriate for persuasive messages.
E) When you have a close relationship with your audience and the message is welcome, the direct approach can be effective.
Q:
The psychographics of a group of individuals can include information about their ________.
A) occupation
B) age
C) education
D) lifestyles
E) gender
Q:
Why are persuasive messages more difficult to write than routine messages?
A) because they necessarily involve getting people to act against their own best interests
B) because they invariably convey negative news to the audience
C) because they are always unethical, and often illegal, to use
D) because they involve tricking the audience into believing that they have limited choice in a matter
E) because they ask audiences to give something of value or take substantial action
Q:
Outline at least four legal aspects that must be considered when developing marketing and sales messages.
Q:
You are a manager at "Indigo," a company that manufactures and retails stylish, affordable office-wear for men and women. The company has over 50 retail stores across the country and an online store. You wish to announce the launch of your new Fall-Winter collection to customers. Craft a message using the AIDA model for this purpose and then adapt the same message for use in social media.
Q:
Briefly explain the difference between selling points and benefits, giving an example of each.
Q:
As CEO of your company, you are drafting an email to persuade your managers of the need to minimize wastage of paper, power, and other resources in order to reduce the company's carbon footprint. What format would you choose to convey this message and why? Would you use the direct approach or the indirect approach in organizing this message? Justify your choice. Draft the message using your chosen format and approach.
Q:
What guidelines should be remembered when developing the subject line of your AIDA message that uses the indirect approach and is delivered by memo or email? Rewrite the following email subject line following these guidelines: "Rejection of your proposal for a four-day workweek"
Q:
Describe the four steps of the AIDA model for persuasive messages.
Q:
In the United States, the Federal Trade Commission (FTC) and other federal, state, and local authorities have the authority to penalize advertisers that violate standards for truthful advertising and other regulations.
Q:
"This bike has four gears and a built-in GPS system." This statement describes the selling features of the bike.
Q:
When making a persuasive claim, assume that the person handling the claim has complete information about the case at hand and avoid outlining or reviewing the information.
Q:
High pressure hard-sell tactics are especially useful in persuasive business messages.
Q:
When conveying negative organizational news, you should ________.
A) utilize the element of surprise to buy time to prepare a response
B) use face-to-face communication, not electronic communication
C) ideally use the direct approach
D) close with a clear expression of optimism
E) consider the unique needs of every group that is affected
Q:
When sending messages terminating employment, you should ________.
A) adopt an apologetic tone
B) first deliver the message by email or other electronic means
C) adopt a personal tone to soften the blow of the message
D) clearly present the reasons for this difficult decision
E) attribute the decision to the employee's performance
Q:
Which of the following is a guideline for giving negative performance reviews?
A) Avoid giving feedback to the employee, except during annual reviews.
B) Write in an informal and personal tone since you are communicating with a colleague.
C) Apologize sincerely for the negative message.
D) Be consistent in the rating you give to the same employee over different years.
E) Keep a written record of performance issues.
Q:
When rejecting job applications, you should ________.
A) clearly explain why an applicant was rejected
B) avoid making the email personal by using the recipient's name
C) explain reasons for choosing other applicants
D) depersonalize the response by using passive voice to convey the news
E) state that the application will be reviewed at a later date
Q:
Patrick, a former employee, has requested you to provide a letter of recommendation vouching for his skills and abilities to Quebec Systems, a prospective employer. However, you must turn down his request because your company only allows you to confirm employment dates and designation. Which of the following would be the most effective as the opening for a message refusing his request?
A) As you probably know, company policy only allows me to confirm your employment dates and designation, as this will reduce the company's legal responsibility.
B) In today's litigation-prone environment, it is very important for companies to place restrictions on what can and cannot be revealed in all business communications.
C) We cannot comply with your request because the legal department has advised us to reveal no more than your dates of employment and designation to Quebec Systems.
D) The legal department has authorized me to confirm your employment dates and designation to Quebec Systems.
E) Thank you for informing us about your job opportunity with Quebec Systems.
Q:
To successfully sue for defamation, the aggrieved party must prove, among other things, that ________.
A) the defendant profited from making the statement
B) the statement uses private information
C) the statement was made out of anger or malice
D) the language injures the person's reputation
E) the statement has been made in writing
Q:
Which of the following is a guideline to avoid accusations of defamation?
A) Obscure and disguise the bad news.
B) Limit further communication on the matter.
C) Emphasize a desire for a good relationship in the future.
D) Always use "company policy" as an explanation for bad news.
E) Close with an apology to express your sympathy.
Q:
A written, false statement that damages someone's reputation is called ________.
A) calumny
B) slander
C) justification
D) libel
E) persiflage
Q:
Which of the following is a goal you should have in mind when sending out a message communicating bad news about transactions to a customer?
A) limit your responsibility
B) repair the business relationship
C) sell an alternative product or service
D) limit further communication on the matter
E) obscure and disguise the bad news
Q:
When refusing claims, you should ________.
A) avoid taking responsibility by accusing the customer
B) maintain a personal and intimate tone to build rapport
C) apologize sincerely for the negative answer
D) not offer alternative solutions as that is unethical
E) emphasize your continued desire for a positive relationship with the customer
Q:
Which of the following is true about refusing claims and requests for adjustment?
A) You should always accept responsibility for the negative answer.
B) You must resist the temptation to call the other party dishonest or incompetent.
C) You should clearly point out the customer's mistakes.
D) The direct approach is usually the better choice for this purpose.
E) You should always apologize for the bad news.
Q:
Which of the following is true about refusing routine requests?
A) Use phrases such as "Let me think about it and get back to you" as a way to delay saying no.
B) The direct approach is sufficient, except when the matter at hand is significant.
C) Decline a request without offering any explanation.
D) Always imply that other assistance or information might be available.
E) The direct approach works best when the stakes are high for you or for the receiver.
Q:
Which of the following is a guideline for closing a negative message organized using the indirect approach?
A) Avoid a certain conclusion.
B) Encourage additional communication or discussion.
C) Act as though the negative news never happened.
D) Maintain reader's good will.
E) Always express optimism.
Q:
Ethan is developing a message to communicate to a job applicant that he is not being offered the job since he lacks the appropriate experience. Which of the following lines reflects the most effective way of making a clear statement of the bad news if Ethan chooses to organize the message using the indirect method?
A) We have decided that we need someone with at least two years of project management experience for this position.
B) We regret to inform you that we will not be offering you this job.
C) You have not been selected for filling this position since this job requires at least two years of project management experience.
D) We must deny your application for this position because we looking for someone with at least two years of project management experience.
E) Because we are looking for someone with at least two years of project management experience, we will not be able to hire you for this position.
Q:
Which of the following is a guideline for making a clear statement of the bad news when organizing a negative message using the indirect method?
A) Try to put the bad news as the main clause of a compound or complex sentence.
B) Avoid putting the bad news in parenthetical expressions.
C) Emphasize what you can do or have done rather than what you cannot do.
D) Put the bad news in the beginning or end of a paragraph.
E) Don't use a conditional statement to imply that a favorable answer may be possible in the future.
Q:
When providing reasons for bad news in a negative news message that uses the indirect approach, you should ________.
A) avoid using "company policy" as the reason most of the time
B) start with the most negative points and then move on to increasingly positive ones
C) present your reasons in a clearly apologetic tone
D) avoid going into details of the reasons for the bad news
E) avoid couching negative points in positive language
Q:
In a negative message that uses the indirect approach, an ideal explanation section should ________.
A) include a sincere apology
B) give additional information about the bad news revealed in the opening
C) first reveal the bad news and then suggest alternative courses of action
D) signal the negative news ahead
E) take the focus away from the issue at hand
Q:
Dana, the HR manager at a small company, must communicate to an employee that his request for a raise cannot be fulfilled, considering his productivity rates. Which of the following lines would best serve as a buffer for this message?
A) We would love to grant your request but your productivity is really not up to the mark this year.
B) We have decided that, considering your productivity rate, we cannot give you the raise that you had requested.
C) You are doing a great job out there and we would like to commend you on your performance.
D) This year has proven to be one of dramatic growth for our company.
E) After receiving your request for a raise, we did a careful evaluation of your productivity levels over the course of the last year.
Q:
A good buffer ________.
A) diverts attention from the problem
B) establishes common ground with the reader
C) indicates that the message contains good news
D) is a statement unrelated to the point of the message
E) promises a positive answer
Q:
The purpose of using the indirect approach to organize a negative message is to ________.
A) obscure bad news
B) help readers accept the news
C) limit your responsibility
D) help readers get to the main idea of the message immediately
E) reduce the time it takes you to write the message
Q:
When conveying negative news you should always ________.
A) use the indirect approach
B) close on a respectful note
C) offer a sincere apology
D) open with a neutral, noncontroversial statement
E) offer a detailed explanation for the negative news
Q:
Which of the following statements about using the direct approach in negative messages is true?
A) The closing of the message should reiterate the bad news.
B) Direct messages take longer to write, and readers need more time to reach the main idea of the message.
C) One should always offer a sincere apology in the closing of the message.
D) The extent of your explanation for the negative news depends on the nature of the news and your relationship with the reader.
E) Openly accepting or assigning specific blame is important when using the direct approach.
Q:
Margaret is in the process of developing a message, using the direct approach, to inform a customer that the company is currently all sold out of the AT3 model lawnmower that he wished to purchase. Which of the following lines would best form the opening lines of this message?
A) The AT3 model lawnmower is the best-selling lawnmower in the market right now and a favorite of homeowners across the country.
B) We regret to inform you that we are currently all sold out of the AT3 model lawnmower that you had requested.
C) We are currently all sold out of the best-selling AT3 model lawnmower that you had requested.
D) Summer is peak season for us and we usually see a marked spike in demand for our entire range of lawn mowers during this time; it's no different this time.
E) Due to the recent spike in demand, we are currently unable to fill your order for the AT3 model lawnmower.
Q:
The advantage of using the direct approach is that it ________.
A) allows the readers to reach the main idea of the message in less time
B) prepares readers for the bad news
C) is useful in limiting your responsibility
D) helps obscure the bad news
E) will divert attention from the problem
Q:
As an executive in the Admissions Office of Greenwood College, Janet must send rejection letters to applicants of the MBA program at the college. She decides to organize her messages using the indirect approach. Which of the following facts, if true, would support Janet's choice?
A) All the rejected applicants are offered the option of registering for the two-year diploma course in management instead, which has the same standing in the job market as an MBA.
B) The college was recently refused a grant that it had applied for to support its MBA program.
C) The college's decision is final and further discussion or communication about the matter will not be entertained.
D) All the applicants know that the decision hinges on their scores in an aptitude test and have already been informed of their scores and the cut-off for the year.
E) Owing to the large number of enrollments it accepts and its above average rating, this college is considered a "safety net" college by several applicantsa college they wouldn't mind getting into if the bigger names don't work out.