Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea?

Which of the following is an example of neutral or positive language you might use to convey bad news about rejecting an idea? a. Unfortunately, we...

Which of the following is the most effective closing paragraph in a bad-news message?

Which of the following is the most effective closing paragraph in a bad-news message? a. You can order replacement paper trays from Computer Graveyard...

When conveying negative news, you should

When conveying negative news, you should a. use but or however as a lead-in to introduce the bad news. b. not apologize for conveying the bad news. c....

You can subordinate bad news by

You can subordinate bad news by a. placing it in the middle of a paragraph. b. including it in the same sentence with a reason. c. stating it in positive...

Which of the following should not be a practice in discussing rationale in a bad-news message?

Which of the following should not be a practice in discussing rationale in a bad-news message? a. Explanations should convince the reader that the...

The _____ should take up the bulk of a bad-news message.

The _____ should take up the bulk of a bad-news message. a. buffer b. explanation c. negative news d. closing e. apology Answer: explanati...

When granting a request is simply not in your company's best interests,

When granting a request is simply not in your company's best interests, a. explain how the reasons benefit the writer. b. show how a third party will...

When rejecting an idea because it is not in your company's best interests,

When rejecting an idea because it is not in your company's best interests, a. the rationale should take up most of the message. b. use a direct plan...

One way to justify your decision in a bad-news message is to

One way to justify your decision in a bad-news message is to a. show how your company benefits. b. state how refusing the idea will benefit the reader. c....

Which of the following would not make a good buffer?

Which of the following would not make a good buffer? a. compliment b. general principle c. understanding d. agreement e. cliché Answer: cl...

Which of the following is the most effective buffer?

Which of the following is the most effective buffer? a. Your store anniversary would be a great opportunity for our firm to promote its products. b....

Which of the following is not a characteristic of an effective buffer for a bad-news message?

Which of the following is not a characteristic of an effective buffer for a bad-news message? a. relevant b. supportive c. neutral d. short e. co...

The purpose of a buffer is to

The purpose of a buffer is to a. imply the negative news instead of stating it explicitly. b. confuse the reader about the negative news. c. justify...

The following conditions for a buffer for a bad-news message are true except:

The following conditions for a buffer for a bad-news message are true except: a. A buffer should not imply either negative or positive news. b. A...

When you use the direct plan for a bad-news message, you should

When you use the direct plan for a bad-news message, you should a. save any mention of the justification for the closing paragraph. b. include a sincere...

The indirect approach should be used in bad-news situations when writing to all of the following people except

The indirect approach should be used in bad-news situations when writing to all of the following people except a. supervisors. b. subordinates. c....

The direct organizational plan is used in all of the following circumstances except

The direct organizational plan is used in all of the following circumstances except a. when bad news is an insignificant matter. b. when the reader...

Content and organization of a bad news message is affected by all of these except the

Content and organization of a bad news message is affected by all of these except the a. reader's needs. b. reader's expectations. c. reader's personality. d....

One of the objectives of a bad-news message is to

One of the objectives of a bad-news message is to a. say no or convey other bad news. b. apologize to the customer. c. be sure the customer accepts...

Which of the following is a purpose of a bad-news message?

Which of the following is a purpose of a bad-news message? a. apologizing for inconvenience b. maintaining the reader's goodwill c. requesting that...

You should use the direct approach for a bad-news message if

You should use the direct approach for a bad-news message if a. the reader is not likely to have an emotional response. b. the reader sent you a persuasive...

To achieve the goals of a bad-news message, you should

To achieve the goals of a bad-news message, you should a. use general language to cushion the negative news. b. persuade the reader that the decision...

Which of the following is a good statement in the final paragraph that motivates the reader to take some action?

Which of the following is a good statement in the final paragraph that motivates the reader to take some action? a. If you want to try our product,...

How should a product's price be handled in a persuasive sales letter?

How should a product's price be handled in a persuasive sales letter? a. State the price after discussing the major benefits. b. Position the price...

Which sentence is most effective in generating interest in a product?

Which sentence is most effective in generating interest in a product? a. The XL Laser printer prints documents at , dpi. b. The ergonomic keyboard...

What should you consider when developing a central selling theme in a persuasive sales letter?

What should you consider when developing a central selling theme in a persuasive sales letter? a. Use position and repetition as two methods for emphasis. b....

Which of the following is the least effective opening statement for an unsolicited sales letter?

Which of the following is the least effective opening statement for an unsolicited sales letter? a. Last month, one million business travelers enjoyed...

Which is not a technique to use to open a sales letter?

Which is not a technique to use to open a sales letter? a. rhetorical question b. unexpected statement c. unusual fact d. statement about which reader...

If your claim is not a routine one, your persuasive letter should

If your claim is not a routine one, your persuasive letter should a. compliment the reader when asking for the favor. b. let the reader decide how...

The opening sentence, "Although your store policy is to offer a refund within seven days, I am seeking a refund for an item I purchased nine days ago" is ineffective for a persuasive claim because it

The opening sentence, "Although your store policy is to offer a refund within seven days, I am seeking a refund for an item I purchased nine days ago"...

Unlike a routine claim letter, a persuasive claim letter

Unlike a routine claim letter, a persuasive claim letter a. mentions how the reader benefits from doing what the writer asks. b. uses emotional or...

One reason to write a persuasive claim letter is that

One reason to write a persuasive claim letter is that a. you are selling a complex proposal. b. the reader denied your earlier claim. c. your reader...

Which sentence is the most effective in a persuasive claim letter?

Which sentence is the most effective in a persuasive claim letter? a. Your customer service representatives owe me an explanation. b. Since the warranty...

When writing a persuasive request for a favor, do all of the following except

When writing a persuasive request for a favor, do all of the following except a. discuss one or two reader benefits before making your request. b....

You need persuasion when requesting a favor from someone you don't know because

You need persuasion when requesting a favor from someone you don't know because a. expert opinion and statistical data are not enough. b. the reader...

When you want to sell an idea, your persuasive message should not

When you want to sell an idea, your persuasive message should not a. use an indirect organizational plan if the reader is your superior. b. present...

Which of the following situations would not be classified as an attempt to sell an idea?

Which of the following situations would not be classified as an attempt to sell an idea? a. An automobile manufacturer writes a letter persuading...

When writing a persuasive request, ask for the desired action

When writing a persuasive request, ask for the desired action a. in the first paragraph. b. by apologizing for the request. c. after presenting most...

When the reader will not directly benefit from granting the favor you request, your persuasive message should

When the reader will not directly benefit from granting the favor you request, your persuasive message should a. adopt a less confident tone. b. use...

Before asking a favor in a persuasive request, you should

Before asking a favor in a persuasive request, you should a. establish your credibility as an authority. b. motivate the reader to take the desired...

You want to persuade your college administration to adopt a new plan for on-campus parking. Which of the following would be most persuasive?

You want to persuade your college administration to adopt a new plan for on-campus parking. Which of the following would be most persuasive? a. Every...

When writing a persuasive request in which you anticipate an obstacle, you should

When writing a persuasive request in which you anticipate an obstacle, you should a. avoid mentioning the obstacle because the reader may not even...

Which of the following traits helps you convince your reader that a persuasive request is reasonable?

Which of the following traits helps you convince your reader that a persuasive request is reasonable? a. objectivity b. specific details c. logical...

An effective opening statement in a persuasive request

An effective opening statement in a persuasive request a. is relevant to the purpose of your message. b. is short, often just one sentence. c. must...

Use an indirect organization plan for all of the following situations except when

Use an indirect organization plan for all of the following situations except when a. writing to subordinates. b. strong persuasion is required. c....

Use a direct organizational plan for all of the following situations except when

Use a direct organizational plan for all of the following situations except when a. writing to subordinates. b. the proposal is long or complex. c....

If you were writing a persuasive claim letter requesting credit on your next cell phone bill because you could not make or receive calls for two days in September, an effective subject line would be

If you were writing a persuasive claim letter requesting credit on your next cell phone bill because you could not make or receive calls for two days...

If your reader is predisposed against the idea you are promoting, you should do all of the following except

If your reader is predisposed against the idea you are promoting, you should do all of the following except a. provide sufficient objective, verifiable...

Which of the following is not an effective attention-getter for a persuasive message?

Which of the following is not an effective attention-getter for a persuasive message? a. using a polite request b. asking a rhetorical question c....

Use the direct organizational plan for persuasive messages when

Use the direct organizational plan for persuasive messages when a. writing to subordinates within the organization. b. the audience is reluctant to...

The subject line of a persuasive request promoting an idea should

The subject line of a persuasive request promoting an idea should a. be specific and informative. b. clearly announce the purpose of the message. c....

Your credibility with the reader of a persuasive message will not be enhanced by

Your credibility with the reader of a persuasive message will not be enhanced by a. explaining how you, as the writer, will benefit. b. discussing...

Which of the following people has the least credibility for business communication?

Which of the following people has the least credibility for business communication? a. a business communication student b. Scot Ober, the author of...

Which of the following would the reader find most persuasive?

Which of the following would the reader find most persuasive? a. The printer can produce pages per minute. b. The printer produces quality printouts. c....

To increase the effectiveness of your persuasive message,

To increase the effectiveness of your persuasive message, a. state bluntly the negative consequences of not doing as you ask. b. show how you will...

When writing a persuasive message, you must determine the reader's

When writing a persuasive message, you must determine the reader's a. IQ level and attitude toward the topic. b. knowledge and attitude about the...

A message is more persuasive if you

A message is more persuasive if you a. use high-pressure sales tactics on your reader. b. promote a product's features by satisfying the reader's...

Your specific goal for a persuasive message determines your

Your specific goal for a persuasive message determines your a. wording. b. format. c. strategy. d. proposal. e. all of these Answer: all of...

A persuasive message is most effective when you

A persuasive message is most effective when you a. provide convincing reasons to your reader. b. define your purpose carefully. c. adapt your message...

The essence of persuasion is

The essence of persuasion is a. overcoming initial resistance. b. tailoring your message to your audience. c. convincing your readers that your point...

Which of the following is not considered a persuasive message?

Which of the following is not considered a persuasive message? a. convincing a potential customer to buy a product from your company b. sending a...

An adjustment letter should not end with

An adjustment letter should not end with a. subtle resale language. b. appreciation for the reader's interest in your company or product. c. a statement...

Which of the following would be the least appropriate closing for an adjustment letter?

Which of the following would be the least appropriate closing for an adjustment letter? a. Take advantage of our winter sale and save up to percent...

If you include sales promotion in a routine reply, you should

If you include sales promotion in a routine reply, you should a. provide a great deal of detail for persuasive purposes. b. put it in the first paragraph. c....

The following are true about adjustment letters except

The following are true about adjustment letters except a. adopt a gracious, confident tone. b. grant the claim immediately after the explanation. c....

Which of the following statements about resale in an adjustment letter is not true?

Which of the following statements about resale in an adjustment letter is not true? a. Realize the reader's faith in your product has been shaken. b....

A routine adjustment letter should be organized in this order:

A routine adjustment letter should be organized in this order: a. () apology, () good news, () explanation, () courteous closing. b. () explanation,...

When writing an adjustment letter, what should you do to explain why a problem occurred?

When writing an adjustment letter, what should you do to explain why a problem occurred? a. Point the blame at a particular individual in your company. b....

Apologizing in an adjustment letter is appropriate

Apologizing in an adjustment letter is appropriate a. when the customer unintentionally misused the product. b. when the customer has been severely...

You should use a gracious, trusting tone in a routine adjustment letter

You should use a gracious, trusting tone in a routine adjustment letter a. when writing to an internal reader rather than an external reader. b. to...

Which of the following is not true about adjustment letters?

Which of the following is not true about adjustment letters? a. A customer is upset so the tone should be gracious. b. A customer who is happy with...

You can make your claim letter sound more reasonable by

You can make your claim letter sound more reasonable by a. using sales promotion to retain the reader's goodwill. b. pointing to appropriate reader...

Which is not true about writing claim letters?

Which is not true about writing claim letters? a. Assume a courteous tone. b. Provide needed details. c. Be emotional to inspire action. d. Tell what...

Which of the following is not one of the three sections of a claim letter?

Which of the following is not one of the three sections of a claim letter? a. an opening that states the problem b. a specific, concrete explanation c....

You should provide all of the following background information for a claim letter except

You should provide all of the following background information for a claim letter except a. the relevant dates. b. the model numbers. c. the prices...

What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved?

What type of letter is written to inform a customer that the customer's request regarding a defective product has been approved? a. adjustment b....

Which sentence is the most acceptable for a claim letter?

Which sentence is the most acceptable for a claim letter? a. I am disgusted at the way your dry-cleaning service cheated me out of $ yesterday. b....

When writing a routine claim letter,

When writing a routine claim letter, a. use emotional language to fully express yourself. b. address the letter to the company president. c. use sarcasm...

A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter.

A customer who is dissatisfied with a product and wants a refund or replacement should write _____ letter. a. an adjustment b. a complaint c. a routine...

Sales promotion appeals should do all of the following except

Sales promotion appeals should do all of the following except a. emphasize quality for the price. b. take an appropriate amount of space. c. avoid...

Which of the following would be the most appropriate closing statement in a routine reply?

Which of the following would be the most appropriate closing statement in a routine reply? a. If you have any further questions, please do not hesitate...

Which of the following is the most appropriate opening sentence in a routine reply?

Which of the following is the most appropriate opening sentence in a routine reply? a. Your letter dated February has just arrived. b. Thank you for...

Which of the following is the most effective way to refer to an enclosure?

Which of the following is the most effective way to refer to an enclosure? a. Enclosed is a booklet for your reference. b. I am enclosing a brochure...

If you wait to respond to a routine request that you are granting, you

If you wait to respond to a routine request that you are granting, you a. may lose the goodwill of the person making the request. b. save the reader...

A routine reply is

A routine reply is a. sent in reply to a routine persuasive sales letter. b. used when a routine request is being denied. c. more effective when it...

Which of the following is not appropriate when preparing a routine reply?

Which of the following is not appropriate when preparing a routine reply? a. Use the indirect organizational plan. b. Put the "good news" in your...

What is the most important guideline to follow when preparing a routine reply?

What is the most important guideline to follow when preparing a routine reply? a. Use the indirect organizational plan. b. Make it clear to the reader...

Promptness in responding to a routine request is important because

Promptness in responding to a routine request is important because a. it is the courteous thing to do. b. it ensures good public relations. c. it...

Which of the following is the most effective closing statement in a request letter?

Which of the following is the most effective closing statement in a request letter? a. Thank you in advance for answering my questions about your...

The final paragraph of a routine request should

The final paragraph of a routine request should a. sound friendly and positive. b. show appreciation for the assistance to be provided. c. not take...

To increase the probability that your routine request will be granted,

To increase the probability that your routine request will be granted, a. list as many in-depth questions as possible. b. explain how the reader will...

When asking several specific questions in a direct request letter, do not

When asking several specific questions in a direct request letter, do not a. number each question. b. cover only one topic in each question. c. arrange...

Additional explanation or details about your initial request are necessary to

Additional explanation or details about your initial request are necessary to a. let the reader know exactly how the information will be used. b....

A suggestion for communicating with someone from another culture is to

A suggestion for communicating with someone from another culture is to a. present your major idea first so as to be clear. b. write as your reader...

Identify an example of a polite request.

Identify an example of a polite request. a. Would you please provide information about your new digital camera? b. You need to provide more information...

When sending a routine message, you should not

When sending a routine message, you should not a. telephone with details. b. write a detailed letter. c. write a detailed e-mail message. d. write...

You should use the direct organizational plan when you

You should use the direct organizational plan when you a. are not able to grant a customer's request. b. expect resistance and must persuade someone...

You should start a routine request

You should start a routine request a. by asking for an immediate response. b. with the request, which is the main idea. c. with a rhetorical question...

A request is not routine if you

A request is not routine if you a. believe that the reader will object to granting your request. b. anticipate no resistance from the reader responding...

Which situation does not normally involve a routine request?

Which situation does not normally involve a routine request? a. A student needs to obtain general product information for a research paper. b. A consumer...

What is an advantage of the direct organizational approach?

What is an advantage of the direct organizational approach? a. Reasons are provided up front to prepare the reader for negative news. b. The major...

The direct organizational plan

The direct organizational plan a. provides reasons before the primary idea. b. is often used for persuasive and bad-news messages. c. lets the reader...

Which of the following messages is not considered routine?

Which of the following messages is not considered routine? a. a consumer complaining about a defective product b. a manager notifying employees of...

Which of the following sentences should be rewritten without the "you" attitude?

Which of the following sentences should be rewritten without the "you" attitude? a. You won a brand-new entertainment center. b. After placing an...

Avoid focusing on the reader in which of the following instances?

Avoid focusing on the reader in which of the following instances? a. You must refuse the reader's request. b. You disagree with the reader. c. You...

Which of the following is not a principle of the "you" attitude?

Which of the following is not a principle of the "you" attitude? a. Stress the reader's benefits of doing what you ask. b. Develop empathy for the...

Identify the sentence that best reflects the "you" attitude.

Identify the sentence that best reflects the "you" attitude. a. The order was shipped on March b. You should receive your order by Friday, April 10 c....

Which sentence contains nondiscriminatory language?

Which sentence contains nondiscriminatory language? a. The young, yuppie managers lack the experience needed to develop policies. b. Stephen, the...

Which statement does not contain sexist language?

Which statement does not contain sexist language? a. The sports jocks hang out at the Recreation Building. b. The girls in the office will attend...

You can subordinate an idea by

You can subordinate an idea by a. devoting more space to the idea. b. using passive voice instead of active voice. c. using reasonable repetition. d....

Which strategy best emphasizes an idea?

Which strategy best emphasizes an idea? a. using a compound sentence b. placing the idea in a middle paragraph c. minimizing the space devoted to...

Assume you have five paragraphs in a letter. Which paragraph receives the most emphasis?

Assume you have five paragraphs in a letter. Which paragraph receives the most emphasis? a. first b. second c. third d. fourth e. fifth Answer:...

To subordinate an idea, place it in

To subordinate an idea, place it in a. a simple sentence. b. the first independent clause of a compound sentence. c. the dependent clause of a complex...

Two related ideas of equal importance should be positioned in

Two related ideas of equal importance should be positioned in a. two simple sentences. b. a compound sentence. c. the dependent clause of a complex...

An idea receives the most emphasis in a

An idea receives the most emphasis in a a. simple sentence. b. compound sentence. c. complex sentence. d. compound-complex sentence. e. dependent...

A platitude is

A platitude is a. a transitional expression that connects ideas in logical fashion. b. a trite or obvious statement that implies a condescending attitude. c....

Sincerity is not conveyed in which of the following statements?

Sincerity is not conveyed in which of the following statements? a. I'm surprised that you were not aware of the upcoming business luncheon. b. I know...

Which of the following does not contain platitudes or other offensive expressions?

Which of the following does not contain platitudes or other offensive expressions? a. You must realize that full tuition refunds are available only...

Which statement does not appear overconfident?

Which statement does not appear overconfident? a. After completing two training sessions, you should see your productivity increase. b. I'm sure that...

Which guideline about confident writing is correct?

Which guideline about confident writing is correct? a. Use confident phrases such as I hope. b. Encourage the reader to provide excuses for denying...

Which sentence displays a confident writing style?

Which sentence displays a confident writing style? a. I hope that my explanations make sense to you. b. To take advantage of this special offer, call...

You can develop a confident message by

You can develop a confident message by a. believing that your decision is based on sound logic. b. starting a sentence with I hope. c. using self-conscious...

Business writers should create an overall tone that

Business writers should create an overall tone that a. emphasizes and subordinates ideas appropriately. b. avoids discriminatory language. c. appears...

Logically, a paragraph should

Logically, a paragraph should a. cover a single topic. b. connect the previous paragraph to the topic sentence. c. be divided into simple and compound...

Which sentence lacks parallelism?

Which sentence lacks parallelism? a. The seminars will be held on February , March , and April b. Victoria is proficient not only in word processing...

Which transition does not reflect a cause-and-effect relationship?

Which transition does not reflect a cause-and-effect relationship? a. as a result b. consequently c. because d. finally e. hence Answer: f...

A paragraph has coherence when each sentence

A paragraph has coherence when each sentence a. is connected smoothly to the sentence before and the sentence after. b. uses parallel construction...

When all your sentences work together to develop a single idea, the result is

When all your sentences work together to develop a single idea, the result is a. the "you" attitude. b. paragraph unity. c. coherence. d. parallelism e....

Passive voice is appropriate when

Passive voice is appropriate when a. you want to inform an applicant tactfully that he was not chosen for the job. b. the identity of the person doing...

In an active sentence,

In an active sentence, a. the subject is the receiver of the action. b. the subject is subordinated to the action. c. the action is subjunctive to...

Identify the logical compound sentence.

Identify the logical compound sentence. a. Plans A and B are safe and convenient options as retirement investments. b. Jill will photocopy the letters,...

Which of these statements about sentence variety is not true?

Which of these statements about sentence variety is not true? a. Using too many simple sentences makes writing seem choppy. b. Mixing negative and...

A _____ sentence is often used to emphasize a single idea.

A _____ sentence is often used to emphasize a single idea. a. passive-voice b. compound c. complex d. simple e. compound-complex Answer: s...

Negative language is appropriate when

Negative language is appropriate when a. your message must be strong and emphatic. b. the reader wants to retain your goodwill. c. you are focusing...

Two expressions that carry negative connotations are

Two expressions that carry negative connotations are a. compound-complex and redundant. b. will not and cannot. c. subjunctive and passive voice. d....

Positive language

Positive language a. is more likely to help achieve your objectives than negative language. b. builds and maintains goodwill between you and your...

The phrase there is is an example of

The phrase there is is an example of a. an expletive. b. a hidden verb. c. a buzz word. d. an action verb. e. jargon. Answer: an expletive...

The phrase came to an agreement is an example of

The phrase came to an agreement is an example of a. an expletive. b. unnecessary repetition. c. concise language. d. jargon. e. a hidden verb. Answer: unnecessary...

Identify the sentence that does not contain a redundant phrase.

Identify the sentence that does not contain a redundant phrase. a. Young adults should plan ahead for retirement. b. Understanding absolute and relative...

Identify the sentence that does not contain a cliché or slang.

Identify the sentence that does not contain a cliché or slang. a. If you want to play ball with me, you need to increase your offer. b. Let me take...

Which is not a reason to avoid slang in business writing?

Which is not a reason to avoid slang in business writing? a. It is too informal. b. It is not businesslike. c. It is identified with a specific group...

Short and simple words help business writers

Short and simple words help business writers a. impress their readers. b. emphasize the receiver of the action. c. use jargon to build credibility. d....

Which sentence does not contain a cliché or wordy expression?

Which sentence does not contain a cliché or wordy expression? a. According to our records, you paid your bill after the due date. b. During 2004,...

Identify the statement that does not contain an unnecessarily long word.

Identify the statement that does not contain an unnecessarily long word. a. Brian fabricated the events of the accident to circumvent prosecution. b....

Which statement does not contain a dangling expression?

Which statement does not contain a dangling expression? a. Eric informed Jason about the policy changes, but he doesn't like the changes. b. While...

Which sentence effectively uses words that are familiar to businesspeople?

Which sentence effectively uses words that are familiar to businesspeople? a. Please ascertain whether the deliverance of merchandise will be forthcoming...

Which of the following is not a way to achieve clarity in your writing?

Which of the following is not a way to achieve clarity in your writing? a. Be sure the message is accurate and complete. b. Use familiar words and...

Mechanics include all of the following except

Mechanics include all of the following except a. content. b. punctuation. c. number expression. d. word division. e. abbreviations. Answer:&nbs...