1. Most e-mail messages should be organized using the direct strategy.
a.
True
b.
False
2. Although instant messaging and text messaging are popular among today‘s youth, they have not yet
emerged as practical communication tools in the workplace.
a.
True
b.
False
3. One advantage of podcasts is that they can broadcast repetitive information that does not require interaction.
a.
True
b.
False
4. A wiki is a website with journal entries on any imaginable topic usually written by one person.
a.
True
b.
False
5. Businesses now use social media sites to recruit employees.
a.
True
b.
False
6. Business letters are the preferred channel of communication for delivering messages outside of an
organization.
a.
True
b.
False
7. You will sound professional and courteous if you include a sentence such as Thank you for your cooperation
in the closing paragraph of a request message.
a.
True
b.
False
8. If you expect your reader to readily agree with your straightforward claim, use the direct organizational
strategy.
a.
True
b.
False
9. Most businesses make adjustments promptly.
a.
True
b.
False
10. When expressing thanks or offering congratulations, a purchased card is more impressive than a
handwritten note.
a.
True
b.
False
11. The bad feelings associated with disappointing news can generally be reduced if the receiver knows the
reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated
seriously and fairly.
a.
True
b.
False
12. When delivering bad news, you should always use the indirect strategy to soften the impact.
a.
True
b.
False
13. A negative-news message that is organized indirectly should begin with a buffer.
a.
True
b.
False
14. Customer Relations Specialist Kendra must deny a customer’s refund. In her message to the customer,
Kendra should include a statement such as If you had read the return policy printed on your receipt, you should
know that cash refunds will not be granted.
a.
True
b.
False
15. When a company is dealing with an internal crisis, the best way for the company to handle this crisis is to
let employees and stakeholders find out about the problem through the office grapevine.
a.
True
b.
False
16. The need for persuasive skills has diminished in today’s corporate world.
a.
True
b.
False
17. Use the opening of a persuasive request to gain your reader’s attention and interest.
a.
True
b.
False
18. When you write a claim or complaint letter, an effective persuasive technique is using words and phrases
that clearly display how angry you are about the situation.
a.
True
b.
False
19. Jenna is trying to convince her boss that an on-site employee exercise room would benefit the company
and employees. When presenting her persuasive message, Jenna should provide monetary evidence proving
that an on-site employee exercise room would improve employee absenteeism, reduce employer-paid
insurance premiums, and increase employee health.
a.
True
b.
False
20. Rational appeals are associated with reason and intellect; whereas, emotional appeals relate to status, ego,
and sensual feelings.
a.
True
b.
False
21. Which of the following subject lines for an e-mail or memo would be most effective?
a.
Hello!
b.
task force meeting
c.
Task Force Meeting March 18
d.
Meeting
ANSWER:
POINTS:
DIFFICULTY:
REFERENCES:
LEARNING OBJECTIVES:
ESBC.GULO.16.05.01 – 05.01
United States – BUSPROG.ESBC.GULO.16.06.06 – DISC.ESBC.GULO.16.06.06
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
TOPICS:
Preparing Digital-Age E-Mail Messages and Memos
KEYWORDS:
Bloom’s: Application
22. What is the best advice to follow when using texting or instant messaging (IM) in the workplace?
a.
Keep a single contact list of personal and professional contacts for efficiency.
b.
Even if you are completing a project or trying to meet a deadline, answer all texts or instant
messages immediately.
c.
Feel free to send sensitive or confidential messages to people you know.
d.
Check with your supervisor to learn about your organization’s messaging policies.
ANSWER:
use good grammar and correct spelling.
POINTS:
DIFFICULTY:
REFERENCES:
POINTS:
DIFFICULTY:
REFERENCES:
LEARNING OBJECTIVES:
ESBC.GULO.16.08.05 – 08.05
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
TOPICS:
Crafting Effective Sales Messages in Print and Online
KEYWORDS:
Bloom’s: Knowledge
23. Businesses use wikis to
a.
b.
c.
d.
ESBC.GULO.16.05.03 – 05.03
United States – BUSPROG.ESBC.GULO.16.04.05 – DISC.ESBC.GULO.16.04.05
Making Podcasts and Wikis Work for Business
Bloom’s: Knowledge
24. Ellen wants to create a blog for her business. What is the best advice for her to follow?
a.
Craft a catchy but concise title such as Five Ways to Ace an Interview.
b.
Provide details in the opening where they will not be missed by her readers.
c.
Avoid including visuals because they will distract her reader.
d.
Don’t worry about her wording, especially her grammar, punctuation, and mechanics.
ESBC.GULO.16.05.04 – 05.04
United States – BUSPROG.ESBC.GULO.16.04.05 – DISC.ESBC.GULO.16.04.05
Blogging for Business
Bloom’s: Knowledge
25. Which of the following statements about social networking in the workplace is most accurate?
a.
Businesses use social networking sites only to connect with customers.
ESBC.GULO.16.05.02 – 05.02
United States – BUSPROG.ESBC.GULO.16.04.04 – DISC.ESBC.GULO.16.04.04
Workplace Messaging and Texting
Bloom’s: Knowledge
b.
Social networking presents no risks for businesses.
c.
Business professionals should always think twice before posting anything on social networking sites.
d.
All answer choices are accurate statements about the use social networking on the job.
26. A business letter is
a.
the best communication channel when sending urgent messages.
b.
an outdated form of communication in the business world.
c.
necessary when the situation is formal and sensitive.
d.
less confidential than other forms of communication.
formality and sensitivity, and favors a persuasive, well-considered presentation.
p. 157
ESBC.GULO.16.06.01 – 06.01
United States – BUSPROG.ESBC.GULO.16.01.02 – DISC.ESBC.GULO.16.01.02
Routine Messages: E-Mails, Memos, and Letters
Bloom’s: Knowledge
27. Thomas Schatz has five questions to ask his reader in a routine information-request message. What is the
best way to present these questions?
a.
As a separate enclosure
b.
In a bulleted or numbered list in the body of his message
c.
In paragraph form in the body of his message
d.
In a follow-up e-mail
that all items within the lists are parallel or have balanced construction.
online.
p. 139
ESBC.GULO.16.05.05 – 05.05
United States – BUSPROG.ESBC.GULO.16.04.05 – DISC.ESBC.GULO.16.04.05
Bloom’s: Comprehension
28. Which of the following openings is most appropriate for a straightforward claim letter?
a.
You have sold me jewelry for three years, and you have never failed to deliver nice merchandise in
the past.
b.
On April 2 I opened your delivery containing the chain (Item No. 544558–15454) I ordered on March
1.
c.
Please replace this damaged 18-inch sterling silver herringbone chain received as part of Order No.
248–21.
d.
I am very upset with the broken 18-inch sterling silver herringbone chain in your recent shipment
because I had no necklace to wear to my son’s wedding!
this damaged 18–inch sterling silver herringbone chain received as part of Order
No. 248–21.
LEARNING OBJECTIVES:
ESBC.GULO.16.06.03 – 06.03
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Direct Claims and Complaints
Bloom’s: Application
29. All of the following are goals of an adjustment message except to
a.
rectify the wrong, if one exists.
b.
regain the confidence of the customer.
c.
demonstrate why your company is superior.
d.
promote future business.
confidence of the customer; and promote future business.
LEARNING OBJECTIVES:
ESBC.GULO.16.06.04 – 06.04
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.02 – DISC.ESBC.GULO.16.01.02
Adjustment Messages
Bloom’s: Knowledge
LEARNING OBJECTIVES:
ESBC.GULO.16.06.02 – 06.02
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Bloom’s: Knowledge
30. Which of the following is not a characteristic of a goodwill message?
a.
Sincerity
b.
Spontaneity
c.
Showmanship
d.
Selflessness
31. All of the following are goals for a business writer who must communicate bad news except to
a.
project a professional image.
b.
convey empathy and sensitivity.
c.
be fair.
d.
prove that the customer is wrong.
conveying empathy and sensitivity, being fair, and maintaining friendly relations.
Easy
p. 193
ESBC.GULO.16.07.01 – 07.01
United States – BUSPROG.ESBC.GULO.16.01.02 – DISC.ESBC.GULO.16.01.02
Communicating Negative News Effectively
Bloom’s: Knowledge
32. When you use the indirect strategy to deliver bad news, the recommended order of ideas is
a.
buffer, reasons, bad news, and closing.
b.
buffer, bad news, reasons, and closing.
c.
reasons, buffer, bad news, and closing.
d.
bad news, reasons, buffer, and closing.
bad news have been explained.
Easy
p. 194
should be selfless, specific, sincere, spontaneous, and short.
Easy
p. 172
ESBC.GULO.16.06.05 – 06.05
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Goodwill Messages
Bloom’s: Knowledge
33. Which of the following is the most important part of a bad-news message?
a.
A positive, forward-looking closing
b.
A neutral buffer
c.
An explanation of the reasons for the bad news
d.
The bad news itself
Without sound reasons for the bad news, a message will fail, no matter how
cleverly it is organized or written.
p. 199
ESBC.GULO.16.07.03 – 07.03
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Composing Effective Negative Messages
34. Although many companies try to deal with disappointed customers by calling them immediately, written
messages are also used to
a.
promote good relations.
b.
formally confirm follow-up procedures.
c.
establish a record of the incident.
d.
All answer choices are reasons for written messages.
up procedures, and (d) to promote good relations.
p. 204
ESBC.GULO.16.07.04 – 07.04
United States – BUSPROG.ESBC.GULO.16.01.02 – DISC.ESBC.GULO.16.01.02
Refusing Typical Requests and Claims
Bloom’s: Knowledge
35. As a manager, Kelly must communicate to her employees some bad news that will likely upset them. What
is the best advice for her to follow when communicating this bad news?
a.
Let her employees learn of the bad news through the media.
b.
Ask her employees their feelings about the bad news immediately after she has presented it.
c.
Practice what she is going to say.
d.
Wait to deliver the bad news until a Friday afternoon so that employees have an opportunity to
process the bad news.
ESBC.GULO.16.07.02 – 07.02
United States – BUSPROG.ESBC.GULO.16.01.01 – DISC.ESBC.GULO.16.01.01
Analyzing Negative News Strategies
Bloom’s: Knowledge
36. Which of the following situations would most likely require persuasion within an organization?
a.
Asking employees to attend training sessions on a new software for entering timesheets
b.
Telling employees about the new health insurance prescription drug compensation plan
c.
Asking employees to participate in an exercise program to improve wellness and to reduce health
insurance costs
d.
Informing employees about a change in shuttle services
employees to perform a task outside of their normal job duties. In addition, such a
request would probably be met with some initial resistance by employees.
Moderate
ESBC.GULO.16.08.01 – 08.01
United States – BUSPROG.ESBC.GULO.16.06.06 – DISC.ESBC.GULO.16.06.06
United States – BUSPROG.ESBC.GULO.16.06.07 – DISC.ESBC.GULO.16.06.07
Understanding Persuasion in the Digital Age
Bloom’s: Application
37. Persuasive requests should be organized
a.
quickly.
b.
indirectly.
c.
directly.
d.
chronologically.
explanations should precede the main idea. As a result, the writer lays a logical
Easy
deliver of the news effectively by avoiding Friday afternoons; and give her
audience time to process the bad news.
Moderate
ESBC.GULO.16.07.05 – 07.05
United States – BUSPROG.ESBC.GULO.16.01.03 – DISC.ESBC.GULO.16.01.03
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Managing Bad News Within Organizations
Bloom’s: Knowledge
38. What is the best advice for you to follow when writing a persuasive claim message?
a.
Suggest that you have been intentionally deceived by the company.
b.
Provide a comprehensive chronology of all details of the claim.
c.
Close the message with a clear statement of what you want done.
d.
Include original documentation of invoices, shipping orders, warranties, or payments.
with a clear statement of what you want done.
LEARNING OBJECTIVES:
ESBC.GULO.16.08.03 – 08.03
NATIONAL STANDARDS:
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Writing Effective Persuasive Claims and Complaints
Bloom’s: Knowledge
39. Which of the following statements about persuasive messages within an organization is most accurate?
a.
It is acceptable for managers to be dishonest when trying to persuade others because of their
authoritative position in the company.
b.
Persuasive messages flowing both downward or upward require attention to tone.
c.
When employees send persuasive messages to their managers, they should include words such as
you must or we should to make their messages sound more convincing.
d.
Instructions or directives from managers to employees should be organized indirectly.
sounding pushy or argumentative.
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Crafting Persuasive Messages in Digital-Age Organizations
LEARNING OBJECTIVES:
ESBC.GULO.16.08.02 – 08.02
United States – BUSPROG.ESBC.GULO.16.01.06 – DISC.ESBC.GULO.16.01.06
Planning and Writing Persuasive Requests
Bloom’s: Knowledge
40. Sales messages are most effective if they follow the AIDA strategy. What are the four parts of the AIDA
strategy?
a.
Audience, investigate, develop, analysis
b.
Aggressive, indirect, direct, assertive
c.
Analyze, interpret, define, adapt
d.
Attention, interest, desire, action
(attention, interest, desire, action).
ESBC.GULO.16.08.05 – 08.05
United States – BUSPROG.ESBC.GULO.16.06.04 – DISC.ESBC.GULO.16.06.04
Creating Effective Sales Messages in Print and Online
Bloom’s: Knowledge
41. Identify one difference and one similarity between e-mails and memos.
Bloom’s: Comprehension
42. Identify two ways to use electronic media professionally in the workplace.
43. Revise the following poorly written opening of a claim letter requesting an exchange of a smartphone still
under warranty. Write the opening sentence only.
My TravelerXtra smartphone was purchased from your online store on September 15, 2014,
for your attractive price of $228.88 plus $24.48 shipping and handling with no service contract
required. I have used my TravelerXtra for business texting, e-mailing, and phoning ever
since, which was exactly what I needed it to do. Yesterday my TravelerXtra shut itself down
out of the blue, and I can’t use it for anything. Now I’m without a business tool and over $250,
which makes me feel ripped off because I received only one month of service from this
phone. When I tried to exchange it at one of your land-based stores, the clerk told me, “No
way, dude. You buy online, you fly online.” Now what?
44. Rewrite the following poorly written opening to an adjustment letter responding to a claim. Write the
opening sentence only.
We are extremely saddened to learn of the unfortunate failure of your TravelerXtra
smartphone, and we apologize for any inconvenience it has caused you. Although company
policy typically prevents us from offering a total replacement at no cost to you for defective
products, we’ll make an exception in your case. Therefore, we have enclosed a voucher for a
new TravelerXtra smartphone that you can take to our store nearest you.
45. Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when
each strategy would be appropriate and identify the organizational pattern for each strategy.