Question 1

While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.

Accepted Answer

A) True 
 B)False  False

Question 2

Which of the following statements is true about persuasive claims?

Accepted Answer

A) They assume that a request will be granted only after explanations have been presented. 
B) They only use the passive voice in the claim message. 
C) They begin with the assumption that the claim will be granted. 
D) They use the inductive approach for the claim message. 
A) They assume that a request will be granted only after explanations have been presented. 
B) They only use the passive voice in the claim message. 
C) They begin with the assumption that the claim will be granted. 
D) They use the inductive approach for the claim message. A

Question 3

A procedural message is most effective when:

Accepted Answer

A) all the numbers that indicate the order of the steps are removed. 
B) mind maps are created for simple procedures. 
C) located errors are left uncorrected. 
D) each step begins with an action statement. 
A) all the numbers that indicate the order of the steps are removed. 
B) mind maps are created for simple procedures. 
C) located errors are left uncorrected. 
D) each step begins with an action statement. D

Question 4

When asked to provide credit information about an account holder, it is advisable to report facts and personal opinions about the applicant.

Accepted Answer

A) True 
 B)False

Question 5

Neutral-news messages contain content that is not likely to generate an emotional reaction from the receiver.

Accepted Answer

A) True 
 B)False

Question 6

An acknowledgment message is sent to indicate that an order has been received and processed.

Accepted Answer

A) True 
 B)False

Question 7

Form messages are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Accepted Answer

A) True 
 B)False

Question 8

Alana orders a pink shirt from BuyClothes.com but receives an orange shirt instead. The store advertises a free exchange policy for goods. Therefore, Alana should write a _____ to get the correct shirt that she ordered.

Accepted Answer

A) routine claim 
B) persuasive request 
C) negative news message 
D) goodwill message 
A) routine claim 
B) persuasive request 
C) negative news message 
D) goodwill message

Question 9

Describe the guidelines used to write effective procedural messages.

Accepted Answer

The guidelines for writing effective pro

Question 10

When compared to letters, _____ are used for formally sharing information with people inside an organization.

Accepted Answer

A) text messages 
B) memos 
C) claims 
D) voice-mails 
A) text messages 
B) memos 
C) claims 
D) voice-mails

Question 11

List the ways in which a form letter can be made more personal.

Accepted Answer

A form letter can be made more personal

Question 12

Empathetic managers use goodwill messagesto build strong, lasting relationships with employees, clients, customers, and various other groups.

Accepted Answer

A) True 
 B)False

Question 13

The _____ requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application.

Accepted Answer

A) Credit Extension Act 
B) Equal Availability Credit Act 
C) Credit Conformant Act 
D) Equal Credit Opportunity Act 
A) Credit Extension Act 
B) Equal Availability Credit Act 
C) Credit Conformant Act 
D) Equal Credit Opportunity Act

Question 14

Identify the use of memos and letters in communicating messages.

Accepted Answer

​People can organize business messages e

Question 15

What are the advantages of writing good-news or neutral-news messages in the deductive pattern?

Accepted Answer

The deductive pattern has several advant

Question 16

List the components of the direct outline used for good- and neutral-news messages.

Accepted Answer

The components of the direct outline are

Question 17

_____ refers to a discussion of goods or services already bought.

Accepted Answer

A) ​Resale 
B) ​Sales promotion 
C) ​Advertisement 
D) ​Marketing 
A) ​Resale 
B) ​Sales promotion 
C) ​Advertisement 
D) ​Marketing

Question 18

Which of the following is a feature of the deductive sequence approach for a good-news message?

Accepted Answer

A) The first sentence is very difficult to write, so it makes it difficult for the details to follow. 
B) The last sentence is emphasized, while the first sentence is ignored. 
C) The first sentence mentions the good news making the audience more receptive to the details that follow. 
D) The arrangement of the message makes it extremely time consuming to understand the idea and move through the details. 
A) The first sentence is very difficult to write, so it makes it difficult for the details to follow. 
B) The last sentence is emphasized, while the first sentence is ignored. 
C) The first sentence mentions the good news making the audience more receptive to the details that follow. 
D) The arrangement of the message makes it extremely time consuming to understand the idea and move through the details.

Question 19

Asking a colleague or employee to walk through the steps outlined in a procedural document before finalizing the document is recommended.

Accepted Answer

A) True 
 B)False

Question 20

Manuel, a credit supervisor, wrote a letter informing a new client that her credit application has been approved. He started the message with the good news. Which of the following writing sequences has he used?

Accepted Answer

A) Persuasive pattern 
B) Inductive pattern 
C) Deductive pattern 
D) Interrogative pattern 
A) Persuasive pattern 
B) Inductive pattern 
C) Deductive pattern 
D) Interrogative pattern

While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.

Which of the following statements is true about persuasive claims?

A procedural message is most effective when:

When asked to provide credit information about an account holder, it is advisable to report facts and personal opinions about the applicant.

Neutral-news messages contain content that is not likely to generate an emotional reaction from the receiver.

An acknowledgment message is sent to indicate that an order has been received and processed.

Form messages are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Alana orders a pink shirt from BuyClothes.com but receives an orange shirt instead. The store advertises a free exchange policy for goods. Therefore, Alana should write a _____ to get the correct shirt that she ordered.

Describe the guidelines used to write effective procedural messages.

When compared to letters, _____ are used for formally sharing information with people inside an organization.

List the ways in which a form letter can be made more personal.

Empathetic managers use goodwill messagesto build strong, lasting relationships with employees, clients, customers, and various other groups.

The _____ requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application.

Identify the use of memos and letters in communicating messages.

What are the advantages of writing good-news or neutral-news messages in the deductive pattern?

List the components of the direct outline used for good- and neutral-news messages.

_____ refers to a discussion of goods or services already bought.

Which of the following is a feature of the deductive sequence approach for a good-news message?

Asking a colleague or employee to walk through the steps outlined in a procedural document before finalizing the document is recommended.

Manuel, a credit supervisor, wrote a letter informing a new client that her credit application has been approved. He started the message with the good news. Which of the following writing sequences has he used?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messsages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Resumes and Application Messages

Interviewing for a Job and Preparing Employment Messages

Filters

Exam 6: Delivering Good- and Neutral-News Messages

While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.

Which of the following statements is true about persuasive claims?

A procedural message is most effective when:

When asked to provide credit information about an account holder, it is advisable to report facts and personal opinions about the applicant.

Neutral-news messages contain content that is not likely to generate an emotional reaction from the receiver.

An acknowledgment message is sent to indicate that an order has been received and processed.

Form messages are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.

Alana orders a pink shirt from BuyClothes.com but receives an orange shirt instead. The store advertises a free exchange policy for goods. Therefore, Alana should write a _____ to get the correct shirt that she ordered.

Describe the guidelines used to write effective procedural messages.

When compared to letters, _____ are used for formally sharing information with people inside an organization.

List the ways in which a form letter can be made more personal.

Empathetic managers use goodwill messagesto build strong, lasting relationships with employees, clients, customers, and various other groups.

The _____ requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application.

Identify the use of memos and letters in communicating messages.

What are the advantages of writing good-news or neutral-news messages in the deductive pattern?

List the components of the direct outline used for good- and neutral-news messages.

_____ refers to a discussion of goods or services already bought.

Which of the following is a feature of the deductive sequence approach for a good-news message?

Asking a colleague or employee to walk through the steps outlined in a procedural document before finalizing the document is recommended.

Manuel, a credit supervisor, wrote a letter informing a new client that her credit application has been approved. He started the message with the good news. Which of the following writing sequences has he used?

Establishing a Framework for Business Communication

Focusing on Interpersonal and Group Communication

Planning and Decision Making

Preparing Written Messsages

Communicating Electronically

Delivering Bad-News Messages

Delivering Persuasive Messages

Understanding the Report Process and Research Methods

Managing Data and Using Graphics

Organizing and Preparing Reports and Proposals

Designing and Delivering Business Presentations

Preparing Resumes and Application Messages

Interviewing for a Job and Preparing Employment Messages

Filters