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Q:
In problem-solving persuasive messages, when you are explaining the solution to a problem, _____.
A. present your solution using the words "my" and "I" extensively
B. always ensure the audience's personalities come into picture
C. let the audience think they should say "no" because you've had other requests accepted
D. present the solution subjectively
E. start with a solution that the audience favors and show why it won't work before presenting your solution
Q:
Describe the outline for the general plan for refused requests.
Q:
The question "Is there a newer version of the Chicago manual of Style?" is a typical example of a(n) _____.
A. branching question
B. rhetorical question
C. problem-solving message
D. blocking request
E. indirect request
Q:
How should one word the closing in a refusal letter?
Q:
Briefly describe how one should develop a strategy while refusing a request.
Q:
In written direct requests, _____
A. put the request in the subject line.
B. never ask a question in the subject line.
C. never set off your questions with bullets.
D. avoid asking for the action you want plainly and straight to the point.
E. put the topic of the request in the body of the letter instead of in the subject line.
Q:
Briefly describe how to present bad news positively.
Q:
Which of the following guidelines should be followed when making a direct request?
A. Explain the benefits explicitly in the message.
B. Overcome objections to make the request concrete.
C. Avoid putting the main issue in the subject line.
D. Simply ask for what is needed in the message.
E. Challenge an audience by making them guess.
Q:
A direct persuasive request:
A. is used to make people guess what you want.
B. always contains benefits.
C. does not need to overcome objections.
D. does not involve asking for an action you want openly.
E. should not anticipate possible responses.
Q:
Explain the role of a strategic buffer in a bad-news message.
Q:
Alyssa is working on a campaign to re-forest areas in Indonesia and needs to collate progress reports from the fund-raising and communication departments. She has yet to receive the communication report from the communications manager, Elizabeth. She knows that Elizabeth is working on multiple projects and is currently facing a time crunch. Which of the following should Alyssa use to write a persuasive direct request to Elizabeth asking for the progress report?
A. "We will establish a good image of our organization if we can send the reports on time."
B. "We can prevent delaying the third phase of our campaign if we send out the reports on time."
C. "I was wondering if you could send the report to me once you are relatively free from your work."
D. "Please send the progress report for the communication part of the campaign by March 20."
E. "The fund-raising department has sent in their report. Is there a way you can send in yours?"
Q:
Which of the following should be the first step when preparing a negative announcement?
A. To provide solutions to the problems that the news may have created for the reader
B. To present the justification material
C. To use appropriate goodwill talk
D. To use a buffer that sets up justification for the bad news
E. To deliver the bad news positively but clearly
Q:
Which of the following is true of threats?
A. They produce permanent change.
B. They invariably produce the action one wants.
C. They prevent creation of stress.
D. They produce tension in a work place.
E. They foster better working relationships.
Q:
Which of the following is true of writing negative announcements that maintain goodwill?
A. Bad news should be presented directly to prevent surprising or angering readers.
B. Bad news should be stated positively but clearly.
C. The negative announcement should not start with a buffer.
D. Readers should not be offered any alternative solutions.
E. The message should not try to justify the negative announcement.
Q:
In which of the following situations is a sales pattern most likely to be used?
A. When the audience will find a task easy to perform
B. When the audience may resist doing as you ask
C. When logic is more important than emotion in the decision
D. When the audience may not read all of the message
E. When an audience is easily convinced about a message
Q:
Which of the following should you avoid when selecting a strategy for announcing negative news?
A. Cementing your effort to cover the matter positively
B. Choosing a strategy that prepares your reader to accept the bad news
C. Leaving your reader with the feeling that you have considered his or her interests despite the negative announcement
D. Selecting a strategy that will set up or begin the explanation that justifies the announcement
E. Informing your reader about the negative news in a blunt, direct, and honest manner
Q:
In which of the following situations is a direct request pattern most likely to be used?
A. When the audience may not read the entire message
B. When the audience may resist doing as you ask
C. When you expect logic to be more important than emotion in the decision
D. When you need to disarm opposition by showing all the reasons in favor of your position
E. When you expect emotion to be more important than logic in the decision
Q:
Which of the following is true of writing negative announcements that maintain goodwill?
A. As your reader is likely to be disappointed, you must write your announcement in the direct order.
B. You should begin your message positively despite the risk of misleading your readers.
C. You should not attempt to help solve the problem that the negative news may have created for your reader.
D. You should end your announcement with a well-written apology.
E. When making a negative announcement, your first step should be to determine your overall strategy.
Q:
A problem-solving pattern should be used in a persuasive message when:
A. an audience readily agrees to do as a message asks.
B. an audience finds a task easy to perform.
C. logic is more important than emotion in the decision.
D. an audience is easily convinced about a message.
E. feelings are more crucial than rationale in a judgment.
Q:
The closing in a negative announcement should _____.
A. recall the main message of the announcement
B. justify why it is not your fault
C. express your grievances surrounding the negative situation
D. focus on your emotions
E. cement your effort to cover the matter positively
Q:
The most appropriate situation for a direct request pattern to be used is when:
A. an audience is not convinced or is doubtful about an issue.
B. an audience tends to agree easily to a request.
C. an audience's anticipated reaction is negative.
D. an audience is more likely to read all the messages that are received.
E. a task is difficult for an audience to undertake.
Q:
Identify the best guideline to be followed when writing a negative announcement.
A. You should avoid ending the announcement on a positive note as this can mislead the reader.
B. You should reserve forward-looking closings for external announcements.
C. You should avoid expressing gratitude as this can contradict the announcement.
D. You should begin the announcement with complimentary or cordial talk.
E. You should use a blunt or aggressive approach when making the announcement.
Q:
What does Daniel Pink's research indicate about motivators used at work places?
A. Financial motivators always work for employees irrespective of financial fairness levels.
B. Carrot motivators work well for employees who need to be innovative at their jobs.
C. Carrot motivators increase creativity at work places and improve efficiency.
D. Stick motivators are especially helpful to tackle unethical and illegal behavior.
E. Carrot motivators decrease innovation and turn creative work into drudgery.
Q:
Your company manufactures electric toasters. One of your customers, Jason Holmes, writes a claim, demanding a compensation for his faulty toaster. On examining the faulty product, a service executive in your company discovers that someone dismantled the toaster and attempted to fix it. Which of the following statements is the best way to phrase your refusal of Jason's claim for adjustment?
A. Our contract, which you signed, clearly absolves us of any liability in this case.
B. If you read our contract, you would know that we are not liable to pay compensation in such cases.
C. Paragraph 2 of our contract clearly shows that your claim is without foundation.
D. As stated in our contract, we are liable to pay compensation only when our personnel repair the equipment.
E. Your attempt to repair the toaster on your own has rendered the product warranty void.
Q:
Which of the following is true of behavioral economics?
A. It uses insights solely from economics and mathematics.
B. It shows that people always behave rationally.
C. It finds that people behave in a predictable manner.
D. It indicates that people invariably act in their best interests.
E. It draws insights from sociology, but not psychology.
Q:
Which of the following is the most appropriate phrase to use in an adjustment refusal message?
A. We're sorry for the inconvenience
B. If only you had
C. We must refuse
D. I regret to inform you
E. Company policy states that
Q:
Maria is an advertising executive. She is working on a presentation regarding a new line of spring clothing. She knows that her presentation needs to present important statistics and figures to support her arguments. However, she intends to convince her audience primarily by using emotional appeal. Which of the following sentences can help her in connecting with the audience through emotional appeal?
A. "We will save 20 percent labor costs if we launch our line by mid-September."
B. "We will use eco-friendly raw materials to help conserve the environment."
C. "We have a total of 20 years of experience in advertising in the country."
D. "We have an experience of working with companies like Campbell and Co."
E. "We strive to achieve a profit of $85,000 from our spring line of clothing."
Q:
Which of the following is the best way to begin a message refusing an adjustment on an electric mixer?
A. Thank you for informing us about your problems with your electric mixer.
B. You should not have experienced problems with your electric mixer.
C. You are right to expect your electric mixer to withstand normal kitchen use.
D. Your message dated December 16 has been received.
E. I am pleased to receive your request for an adjustment dated December 16.
Q:
Which of the following best defines behavioral economics?
A. It is a branch of economics that uses insights from sociology and psychology.
B. It is a branch of economics that studies the behavior of firms while making decisions regarding the allocation of limited resources.
C. It is the study of the location, distribution, and spatial organization of economic activities across the world.
D. It is the study that is concerned with economic issues and problems related to business organization.
E. It is a branch of economics which deals with economic aspects of the development process in low-income countries.
Q:
Which of the following should be used to close an adjustment refusal message?
A. An appropriate, positive comment
B. An apology restating your inability to grant the adjustment
C. A reference to the facts related to the problem
D. A brief account of the reader's mistakes
E. A statement claiming no one is at fault
Q:
Which of the following is a way to build one's credibility?
A. By appealing to popularity
B. By appealing to authority
C. By being factual and reliable
D. By using psychological reactance
E. By exaggerating details
Q:
Linda recently gave a presentation to college students about climate change. The presentation was appealing to the students, because it incorporated many images and videos. However, the students found her logic of quoting celebrity David Beckham on his take on climate change as weak and irrational. Which of the following logical fallacies is Linda most likely to have committed?
A. Appeal to authority
B. False cause
C. Weak analogy
D. Appeal to popularity
E. False dichotomy
Q:
Which of the following phrases is the most appropriate to begin an adjustment refusal message?
A. Refusal of your July 7 claim
B. Why your July 7 claim is not justified
C. The facts concerning your request for adjustment are unclear at
D. Requests for adjustment at this time
E. Your July 7 request for adjustment
Q:
Which of the following should you avoid when making an adjustment refusal?
A. Beginning your message on a point of common agreement
B. Spending time on a strategy that gives a factual and positive explanation for your refusal
C. Directly informing the readers of their mistakes that led to the refusal
D. Maintaining a positive, forward-looking, and friendly tone
E. Refusing clearly and positively, perhaps including a counterproposal
Q:
Laila works for an environmental organization in Brussels and recently submitted a report on ways to curb climate change to her manager. However, her report stated that the only way to curb climate change was by reducing energy consumption. Her manager gave her feedback on the report saying, "There are several ways to tackle climate change including switching to renewable energy. The report lacks a thorough understanding of the issue." Which of the following logical fallacies is illustrated in Laila's report?
A. False cause
B. Weak analogy
C. Appeal to authority
D. Appeal to popularity
E. False dichotomy
Q:
In an adjustment refusal message, the best place to state the refusal is _____.
A. in the subject line of the message
B. after the explanation since it is the logical result of the explanation
C. at the end of the message, after the goodwill closing
D. before the paragraph that states the reasoning behind your decision
E. before you call to attention the facts of the case
Q:
_____ refers to the reasons or logic a writer or speaker offers in a message.
A. Argument
B. Credibility
C. Psychological reactance
D. Emotional appeal
E. False dichotomy
Q:
Select the guideline that would help create a good adjustment refusal message.
A. Begin with words that are relevant to the topic and are neutral about the decision.
B. Present your justification as bluntly as possible.
C. Directly inform the readers of their mistakes that led to the refusal.
D. End your message on a negative note to remind the reader of your decision.
E. Refuse clearly and politely but avoid including a counterproposal.
Q:
Which of the following would you have to do to be persuasive?
A. Phrase questions defensively to avoid getting the request rejected.
B. Place people in a position where they have to take a stand on an issue.
C. Show the audience that your proposal meets their needs.
D. Avoid overcoming emotional objections because they are unimportant.
E. Avoid asking follow-up questions because they indicate inattentiveness.
Q:
Which of the following is true of writing a claim message?
A. You should manipulate the facts to permit a favorable decision.
B. You should avoid seeking corrective action.
C. You should first identify the situation and lead into the problem.
D. You should end the message with an apology.
E. You should not be firm when stating the facts.
Q:
Which of the following best describes credibility?
A. It is the illogical advice you provide.
B. It is the reason you offer to prove your solution is best.
C. It is the exaggerated opinion that supports your idea.
D. It is the common error you make in an opening statement.
E. It is the audience's response to you as the source of the message.
Q:
Which of the following is the last step to be taken when drafting your claim message?
A. Recap the major facts to permit a decision.
B. End positivelyfriendly but firm.
C. Seek corrective action.
D. Directly present the claim.
E. Present an overview of the problem.
Q:
Frieda and her friends are debating over the kind of food that is most popular amongst their generation. Frieda says that since most of her friends love Chinese food that Chinese food must be the most popular. Which of the following common logical fallacies has she committed that renders her argument weak?
A. Weak analogy
B. Appeal to popularity
C. Hasty generalization
D. False cause
E. Appeal to ignorance
Q:
Which of the following is the first step to be taken when drafting your claim message?
A. Create a positivefriendly but firm goodwill statement.
B. Directly present the claim.
C. Identify the situation and lead into the problem.
D. Seek immediate corrective action.
E. Present an elaborate account of the facts to permit a favorable decision.
Q:
On which of the following should emotional appeal primarily depend?
A. Credibility of the author
B. Values of the audience
C. Technical jargon
D. Reputation of the author
E. Accurate logic
Q:
Which of the following is NOT a guideline that you should follow when writing a claim message?
A. Your closing should indicate that you are trying to maintain a positive relationship.
B. Because you expect resistance from your reader, you must write your message in active voice.
C. Your message should give just enough information to allow the reader to make a judgment.
D. If there were consequences to what happened, include them.
E. Present your case using facts and logic and avoid focusing on your emotions.
Q:
Which of the following is a secondary purpose of a persuasive message?
A. To distance the communicator from the communicator's organization
B. To make the audience change or alter beliefs
C. To build a good image of the communicator
D. To threaten the audience into acting just the way you want
E. To necessitate future communication with the audience on the same subject
Q:
Which of the following is the primary purpose of a persuasive message?
A. To build a good image of the communicator's organization
B. To have the audience act or change beliefs
C. To overcome any objections that might delay action
D. To build a good image of the communicator
E. To eliminate future communication on the same subject
Q:
How should you describe your problem in an indirect claim message?
A. The words describing the problem should express disinterest in a continued relationship.
B. The words describing the problem should be blunt and negative.
C. The words describing the problem should provoke the reader into reacting.
D. The words describing the problem should be courteous yet firm.
E. The words describing the problem should focus on your feelings.
Q:
Which of the following sentences is the most appropriate to use at the beginning of an indirect claim message?
A. You must find a solution to this problem because it has repeatedly disappointed me.
B. I would like to put forth a very serious complaint against your substandard services.
C. We received our lawn mower on December 24.
D. Based on my negative experience with your services, I demand a refund.
E. You have not delivered your goods in proper condition.
Q:
With the advent of social media, television advertising is no longer a preferred channel for many big businesses which need to reach a wide audience.
Q:
Which of the following statements is a good closing statement for a claim message?
A. You must resolve this problem by May 22.
B. I cannot recommend your services to potential customers after this incident.
C. Please resolve the issue by Monday so that I can ship my products on time.
D. On the basis of my negative experience with your inferior product, I demand a refund.
E. If you do not fix this problem, I will report you to the Better Business Bureau.
Q:
The body of a fund-raising message must prove that the problem is massive and cannot be resolved.
Q:
In composing a claim message using the indirect approach, you should _____.
A. use an objective tone to advance your cause
B. advance your cause with one-sided language
C. never request a specific adjustment or alternative solution
D. leave it to your reader to decide what is fair
E. emphasize your feelings as much as possible
Q:
Fund-raising appeals require limited strategy and information in order to achieve their primary and secondary purposes.
Q:
Your goal in an indirect claim message is to _____.
A. ensure that your recipient admits that it was his or her fault
B. convince your recipient that you deserve some kind of compensation
C. ensure that your recipient apologizes for his or her mistake
D. let your recipient know that you are disappointed with the turn of events
E. indicate that you may discontinue using your recipient's services
Q:
Good supervisors give their employees generic criteria and feedback using stock phrases to avoid low morale.
Q:
Telling a story in a message before providing statistics and figures takes away the credibility of the message.
Q:
The most appropriate approach to follow when presenting facts in an indirect claim message is to _____.
A. express your disappointment as you present the facts
B. state directly that the reader's company was at fault
C. clearly and objectively present the facts
D. advance your cause with accusatory, one-sided language
E. skillfully avoid stating the negative facts
Q:
In order to prevent the audience from ignoring deadlines which seem arbitrary, you should show the cost of delaying action.
Q:
When writing claim messages in the indirect order, you should _____.
A. maintain a harsh tone to emphasize the seriousness of the issue
B. introduce the problem clearly in the first paragraph
C. use emotional reasoning to persuade your reader to see your point of view
D. end your message with a firm statement indicating your displeasure
E. write your sentences in the active voice
Q:
If an objection raised by the audience is based on misinformation, you should give the response to the objection only after explicitly naming it. FALSE
Q:
Select the most appropriate sentence or phrase to end an indirect claim message concerning a defective product.
A. Thank you in advance.
B. Please grant this claim.
C. You have no choice but to repair the product.
D. Please send us a replacement before Monday.
E. You are responsible for the damages, so you must repair the defective product.
Q:
Which of the following phrases is best to begin an indirect claim message?
A. Please refer to my unfulfilled order dated May 1 about
B. We appreciate the prompt handling of our order
C. I received the shipment that was sent on August 24
D. I was very disappointed to see that seven of the Weldon China sets received were broken
E. Your inefficiency and carelessness in packing has caused the damage of
Q:
The best common grounds in a message to a larger audience are usually ambiguous and generic.
Q:
Derek is asked to participate as a speaker at an official event. A few days before the program, Derek decides to write a message declining the request. Which of the following sentences should Derek use to end his message?
A. I hope the event turns out to be a great success.
B. It is with regret that I must refuse your request.
C. I hope that you understand why I made this decision.
D. Perhaps next time I will not have to refuse such an offer.
E. As you know, I have valid reasons for attending this event.
Q:
Understanding an audience's initial reactions and positions helps make your message more effective and prevents it from alienating the audience.
Q:
Which of the following is the most appropriate phrase to use in a message refusing a request?
A. We cannot permit
B. Although we would like to, we cannot permit
C. For these reasons, what we can do is
D. We deeply regret to inform you
E. We are sorry to say that
Q:
In complicated direct requests, one should avoid anticipating possible responses, because they will confuse the audience.
Q:
Which of following is the best way to begin a message refusing a request for the free use of equipment for a charity?
A. We have already loaned our equipment to other charitable organizations.
B. We wish we could help you because the youth are clearly benefiting from your efforts.
C. This is to inform you that our equipment cannot be loaned at this time.
D. Thank you for letting us know about the important work your center is doing for our city.
E. Although we would like to grant your request, we are not able to do so at this time.
Q:
In written direct requests, it is important to put the request, the topic of the request, or the question in the body of the message instead of in the subject line.
Q:
The most appropriate way to end a message refusing a request is to _____.
A. repeat the main reason for the refusal
B. give a sincere expression of regret
C. promise that you will consider granting the request in the future
D. give an adapted goodwill comment
E. apologize for causing inconvenience to the reader
Q:
While organizing a persuasive direct request, you should ask immediately for the information or service you want even if it seems abrupt.
Q:
Which of the following would be the least effective closing subject matter for the refusal of a request?
A. A friendly remark about the subject of the request
B. Some helpful comments or suggestions
C. An expression of interest in the reader's activities
D. An apology for not being able to help
E. A detailed counterproposal
Q:
A threat can only be an explicit statement; not an implied statement.
Q:
Which of the following is the best way to structure your sentence in refusing a request?
A. I am sorry to inform you that
B. I must refuse your request for
C. Your request cannot be considered favorably
D. These facts clearly show that your request cannot
E. What we can do is
Q:
While choosing a persuasive strategy, when the audience will do as you ask without any resistance, you should use a direct request pattern.
Q:
Which of the following is the most ideal approach to refusing requests?
A. Place the blame on your company's policy or other external factors.
B. Assume that you are right and that your reader is wrong.
C. Avoid de-stressing the bad news when it is obvious that you are refusing a request.
D. Ask your reader to place himself in your shoes.
E. Find a fair and reasonable explanation for your refusal.
Q:
While choosing a persuasive strategy for a message, you should focus solely on content and language and avoid considering the audience.
Q:
When delivering bad news, you should _____.
A. examine your apology for any legal implications
B. end your message on a negative note
C. avoid showing concern for your reader as it can be misconstrued
D. begin with a summary of the preceding communications
E. conclude with an expression of regret for delivering the bad news