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Chapter 6

Chapter 6

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Chapter 6

1. Which of the following is NOT an advantage of the deductive sequence approach for a goodnews message? A. The first sentence receives attention since it is in an emphatic position. B. The good news in the first sentence puts receivers in a good frame of mind. C. The organization is persuasive and calls for action. D. The receiver can understand the important idea and skim the supporting details. Points Earned: 0/1 Correct Answer: C Your Response: B 2. Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims. A. persuasive B. deductive C. routine D. good-news Points Earned: 1/1 Correct Answer: C Your Response: C 3. After consideration of a customer¶s request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message? A. A fair response to a legitimate request B. A statement that ³the claim is being granted´ C. Resale or sales promotional material D. An attempt to regain possible lost goodwill Points Earned: 1/1 Correct Answer: B Your Response: B 4. You have been asked to provide a credit reference for a customer. Which of the following will be part of your written response? A. Your opinions about the customer B. A statement as to whether the client is a good credit risk

None of the above Points Earned: 0/1 Correct Answer: C Your Response: A 6. B. Manuel. followed by supporting details D. None of the above Points Earned: 0/1 Correct Answer: A Your Response: B 8. The following guidelines for writing messages extending credit are true EXCEPT: A. B. Persuasive since he needs to confirm her choice of his company¶s products B. Avoid specific remarks about the receiver¶s performance or achievement. Inductive because he needs to give her an explanation first C. What writing sequence should he use? A. C. The message should begin with an expression of appreciation for the customer¶s business. C. Which of the following is recommended advice when writing an appreciation message? A. how would the message be structured? A. In writing a routine claim. the writer should include the payment date and penalty fee for a late payment. B. The message should begin with a request for action. has decided to write a letter informing a new client that her credit application has been approved. the writer should include the credit terms. Time the message to arrive two to three weeks following the action or event.C. Use slight exaggerations to communicate your favorable attitude. a credit supervisor. D. The message should begin with the details and explanation. Deductive because he needs to give her the good news at the beginning of his message D. D. Send a copy of the appreciation message to the individual¶s supervisor. Points Earned: 0/1 Correct Answer: D Your Response: B 7. . All of the above Points Earned: 1/1 Correct Answer: C Your Response: C 5. A general statement about the client¶s credit history.

D. the inductive sequence. Which of the following are the most frequently used methods of communicating standard operating procedures and other instructions to employees? A. the writer should omit any mention of sales promotion or resale. A procedural message may be ineffective if it A. C. C. D. Points Earned: 1/1 Correct Answer: C Your Response: C 9. Reports and letters Points Earned: 0/1 Correct Answer: A Your Response: B 1. B. a reflection of the writer¶s mood and personality. A procedural message may be ineffective if it A. Points Earned: 1/1 Correct Answer: A Your Response: A 2. Phone conversations D. uses active voice and action verbs. B. the deductive sequence. Business messages should be organized based on A. . is not pilot tested by colleagues and other employees. the writer should state the basis for extending the credit. uses active voice and action verbs. a prediction of the receiver¶s reaction to the main idea. Points Earned: 0/1 Correct Answer: D Your Response: B 10. uses a flow chart to show complex procedures.C. numbers each step of the procedure in order of completion. Face-to-face meetings C. D. Memos and email messages B.

C. numbers each step of the procedure in order of completion. follow the inductive sequence. Points Earned: 0/1 Correct Answer: D Your Response: B 5. Ola Jensen has placed her first order with your company. Claims related to product warranties.B. B. deductive C. D. Send her a copy of the sales order. can generally be applied to cultures around the world. Send her an individualized acknowledgment message about her order. Send her sales promotional material. vary dramatically from one company to another. or contractual conditions are typically ____ claims. B. persuasive B. Points Earned: 0/1 Correct Answer: D Your Response: C 4. uses a flow chart to show complex procedures. is not pilot tested by colleagues and other employees. C. routine D. Send her a preprinted form letter acknowledging the order. are generally consistent among North American audiences. What is the BEST method to let her know you received her order? A. D. Points Earned: 0/1 Correct Answer: D Your Response: C 3. C. A.and neutral-news messages A. guarantees. D. The strategies for structuring effective good. good-news Points Earned: 1/1 Correct Answer: C Your Response: C .

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