Q&A Hero

Q: Persuasive messages need which type of scope to be sure only the information needed to help your audience take the next step toward a favourable decision is included? A) Broad scope B) Narrow scope C) Limited scope D) No scope

Q: An attempt to change an audience's attitudes, beliefs, or actions is called _____________ A) strategic planning. B) persuasion. C) coercion. D) nonverbal communication.

Q: Selling points focus on the product; benefits focus on the user. A) True B) False

Q: Your consideration of audience needs is more than ethical; it's the proper use of persuasion. A) True B) False

Q: The best way to handle objections to sales messages is to wait until they appear and then address them; this way you don"t waste time and energy worrying about what might happen. A) True B) False

Q: Sales letters are prepared according to the AIDA plan. A) True B) False

Q: If low price is a major benefit of your product, you can display it prominently in your sales letter. A) True B) False

Q: The main idea in a sales letter revolves around a selling point and related consumer benefits. A) True B) False

Q: The purpose of a sales letter is to motivate people to spend money on products. A) True B) False

Q: Generally speaking, persuasive business messages rely more heavily on logical appeals than on emotional appeals. A) True B) False

Q: The AIDA model is ideal for the indirect approach. A) True B) False

Q: When making a persuasive request, you can offer no benefits to the reader and thus must appeal to his or her altruistic tendencies. A) True B) False

Q: Persuasion is a process, not a one-time event. A) True B) False

Q: When it comes to persuasive messages, an up-front, hard-sell approach is usually the most successful. A) True B) False

Q: If you expect a hostile audience, you should be careful to present all sides of an issue before making the case for your own argument. A) True B) False

Q: For a persuasive message to be successful, you must convince your audience to make major changes in their attitudes or beliefs. A) True B) False

Q: Persuasive messages end with a section that urges specific action. A) True B) False

Q: The purpose of the desire section of a persuasive letter is to reduce resistance by identifying and answering in advance any questions the audience might have. A) True B) False

Q: The interest section of a persuasive letter provides details on how the message is related to the audience. A) True B) False

Q: In the attention phase of a persuasive letter, you tell the audience what is in the message for them. A) True B) False

Q: The term AIDA refers to a computer program used to compose persuasive messages. A) True B) False

Q: An example of faulty logic is to assume that one event caused another just because it happened first. A) True B) False

Q: Organize persuasive messages using the AIDDO model. A) True B) False

Q: With deduction you work from a generalization to a specific conclusion. A) True B) False

Q: Logical flaws include circular reasoning. A) True B) False

Q: Induction refers to reasoning from a generalization to a specific conclusion. A) True B) False

Q: Abstract concepts such as freedom, prestige, or success can be used to enhance the emotional content of persuasive messages. A) True B) False

Q: When writing persuasive messages, one should be careful not to mix emotional and logical appeals. A) True B) False

Q: Sending an email is just as good as sending a letter when delivering a persuasive message; the delivery method is not an important consideration. A) True B) False

Q: When deciding on the approach to take in composing a persuasive message, an important factor to take into account is your corporate culture. A) True B) False

Q: The best persuasive messages always employ the indirect approach. A) True B) False

Q: The wording of a persuasive message may be perfectly legal and yet still be offensive to your audience. A) True B) False

Q: The most ethical persuasive messages influence audience members by providing information and aiding understanding. A) True B) False

Q: All persuasive messages are by nature unethical. A) True B) False

Q: Supporting your message by providing objective evidence is one way to build credibility. A) True B) False

Q: "Demographics" refers to the psychological characteristics of an individual, such as personality, attitudes, and lifestyle. A) True B) False

Q: To devise an effective persuasive message, you need to analyze audience members and then appeal to their needs. A) True B) False

Q: Psychographics and demographics are strongly influenced by culture. A) True B) False

Q: Persuasion can be defined as asking somebody to do something. A) True B) False

Q: List four actions you should take when you need to give a negative performance review.

Q: List three things a company should do to communicate in a crisis situation.

Q: Describe the elements of an effective letter rejecting a job applicant.

Q: What are five guidelines to observe when making negative organizational announcements?

Q: Briefly describe at least five strategies that can help avoid being accused of defamation based on negative messages.

Q: Briefly describe five guidelines to follow in writing effective conclusions to negative messages.

Q: You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?

Q: List three techniques for de-emphasizing bad news.

Q: Briefly describe the elements of a negative message that uses the indirect approach.

Q: Before sending out an email regarding delays in an important construction project, you decide to take another look at your subject line. It reads, "Unfortunate delays in construction schedule." Rewrite the subject line to make it more neutral.

Q: What is a "buffer," and what function does it serve in negative messages?

Q: Briefly describe the elements of a negative message that uses the direct approach.

Q: What are the two benefits of stating the bad news at the beginning of a negative message?

Q: Rewrite the following bad-news message using positive words rather than negative ones: "Since you failed to send payment, we cannot ship your order."

Q: Rewrite the following sentence using the "you" attitude: "You shouldn't have put the blender into the dishwasher."

Q: What are the five main goals when delivering bad news?

Q: Some former employers refuse to write __________ letters, especially for people whose job performance has been unsatisfactory.

Q: An important goal of any __________ review is giving the employee a plan of action for improving his or her performance.

Q: When terminating an employee's employment, avoid statements that might expose the company to a lawsuit for __________.

Q: A false statement that tends to damage someone's character or reputation is called __________.

Q: __________ hiding behind company policy to cushion bad news.

Q: Withholding __________ information or overemphasizing positive information is unethical and unfair to your reader.

Q: When turning down a(n) __________ or a request for a favour, consider your relationship with the reader.

Q: Your reasons for a negative decision should convince your audience that the decision is justified, __________, and logical.

Q: Using the indirect plan, you begin your message with a(n) __________ that softens the blow of the bad news.

Q: In the __________ plan for bad-news messages, the negative decision comes after the reasons supporting the decision.

Q: A message organized on the __________ plan starts with a clear statement of the bad news.

Q: Even when the company is at fault, some experts believe the company should never __________.

Q: You can ease the sense of disappointment of a bad-news message by using __________ words.

Q: When you want to discourage a response from your reader, use the __________ approach.

Q: When composing bad-news messages, it is important to be sensitive to variations across __________.

Q: Rejecting credit requests, telling customers that shipments will be late, and rejecting job applicants are all types of __________ messages.

Q: If you must give an employee a negative performance review, _____________ A) do so by email or fax. B) be objective and unbiased. C) limit your discussion to the areas where the employee needs improvement. D) all of the above.

Q: When refusing requests for recommendation letters _____________ A) maintain goodwill by using a conversational tone. B) suggest an alternate avenue of assistance. C) be as direct as possible. D) point out the reasons for your refusal.

Q: A letter to a prospective employer refusing to provide a recommendation _____________ A) is considered unethical; these requests should not be refused. B) should follow the indirect plan. C) should be brief and direct. D) all of the above.

Q: If current trends are pointing toward negative results sometime in the near future, it's often better to _______________ A) always use the direct approach. B) never include an apology. C) let your audience know ahead of time, before it is too late. D) let your audience know when the crisis arrives, so as not to cause fear unnecessarily.

Q: 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.

Q: If you defame Greg in a letter, Greg must prove that the statement hurt his reputation, that the statement has been published and ______________________ A) that the statement is false. B) that the statement is considered slander. C) that the statement is outrageous. D) that the statement is true.

Q: A woman returns a formal dress to your store. It is soiled and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. How do you inform her of your refusal to give her a refund? A) State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a seamstress who can fix the tear and alter the dress for her. C) Challenge the woman to try on the dress and prove that it doesn't fit. D) Use humour to soften the blow of your refusal.

Q: When you must notify a customer that you can send only part of an order, the buffer _____________ A) gives the reason for the delay on the balance of the order. B) states the approximate length of time the customer will have to wait for a decision. C) emphasizes the good news that part of the order is on its way. D) does all of the above.

Q: When you are refusing a request for information, you _____________ A) always use the direct approach. B) invoke company policy if that is a possible out. C) don't need to invest as much time and effort as you would for other kinds of bad-news messages. D) use the indirect approach when your denial is likely to disappoint the reader.