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第七章1.Whenitcomestoroutinemessage,youcanKeeptheplanningstagebrief.2.Whenwritingroutinemessage,youCanassumethatyourreaderswillbeinterestedorneutral3.Whenwritingaroutinerequest,youbeginBypolitelystatingyourrequest.4.whatshouldyoudowhenaskingquestionsinaroutinerequest?Dealwithonlyonetopicperquestion.5.whichofflowingshouldyoudowhenclosingaroutinerequest?Askthereadertorespondbyaspecificandappropriatetime.6.AcourteousclosecontainsAllofabove7.Ifyouaremakingaroutinereplytoacustomer,it`sagoodideatoIncluderesaleinformationtoassurethecustomerofthewisdomofhisorherpurchase8.Apositivemessageshouldopenwithaclearandconcisestatementofthegoodnews9.Ifamessagehasbothpositiveandnegativeelements,youshouldTrytoputthenegativenewsinapositivecontext.10.WhichofthefollowingisnotamongtherecommendedelementstoincludeinyourmessageifyouarerespondingtoaclaimorcomplaintCompletecontactinformationforyourcorporatelegalstaff11.Ifacustomerwhoisclearlyatfaultrequestsanadjustment,youshouldCarefullyweightthecoseofcomplyingwiththerequestagainstthecostofdenyingit,thendecidehowtorespondbasedontheoverallimpactonyourcompany.12.Ifathirdparty(suchasashippingcompany)isatfaultwhenoneofyourcustomersmakesaclaimorrequestanadjustment,thebestresponseistoFollowingthetermsofwhatevercustomerserviceagreementyourcompanyhaswithhethirdparty13.Whichofthefollowingisgenerallytrueaboutinformativemessage?Youraudiencemayormaynotbeexpectingthemandmayormaynotbemotivatedtoreadthem14.ThepurposeofgoodwillmessageistoEnhancerelationshipswithcustomers,colleague,andotherbusinesspeople15.ThemosteffectivegoodwillmessagesAresincereandhonest第八章1.Whichofthefollowingisaneffectivewaytommaintainthe“you”attitudewhencraftingnegativemessages?Showrespectforthereaderbyavoidingnegative,accusatorylanguageandemphasizingpositiveswheneverpossible2.Whenusingthedirectapproachwithnegativemessages,youbeginwithThebadnews3.AnadvantageofusingthedirectapproachwithnegativemessagesisthatitSavesreaderstimebyhelpingthemreachthemainideamorequickly4.Whenusingtheindirectapproachwithnegativemessages,youbeginwithAbuffer5.AnadvantageofusingindirectapproachwithnegativemessagesisthatIteasesthereaderintothemessage6.ThepurposeofusingtheindirectapproachistoSoftentheblowofthebadnewsforthereader7.Whichofthefollowingisagoodpossibilitytoconsiderforuseinwritingabuffer?Allofaboveareusefulapproach8.Whenwritingnegativemessages,thekeydifferencetoconsiderbetweeninternalandexternalaudiencesisThelengthoftimethey’vebeenassociatedwiththecompany9.Whenanegativemessagesisgoingbesenttobothinternalandexternalaudiences(suchasanannouncementoffactoryclosing),whichofthefollowingbestdescribestheexpectationsthatinternalaudiencesusuallyhaveregardingthetimingofthemessagedelivery?Internalaudienceswanttoreceivethenewsaftertheexternalaudienceshasreceivedit10.Afalsestatementthatisdamagingtoapersonscharacterorreputation,whetherspokenorinwriting,isknownasdefamation11.Writtendefamationisknownaslibel12.Spokendefamationisknownasslander13.Whichofthefollowingisgoodadviceforavoidingbeingaccusedofdefamation?Doalloftheabove14.Whichofthefollowingbestcharacterizesthenatureofcrisismanagementplanning?Althoughyoucan’tanticipatethenatureandcircumstanceofeverypossiblecrisis,youcanreparebydecidinghowtohandlesuchissuesascommunicationwithemployeesandthepublic15.ContinuingadvancesincommunicationtechnologymakeitMoredifficulttocontrolrumors16.Whydomanyexpertsrecommendusinganindirectapproachwhenrejectingjobapplicants?Applicantshaveadeepemotionalinvestmentinhedecision17.Whenexplainingwhyanapplicantwasn’tchosenforaposition,youshouldBespecificwithoutbeingtoopersonal,suchasexplainingthatthepositionrequiresspecialskillsthattheapplicantdoesn’tyetpossess第九章1.Whichofthefollowingistrueaboutpersuasivebusinessmessages?Theyofteninvolveacombinationofemotionalandlogicalelements2.Whyistheindirectapproachoftenusedinpersuasivemessage?Itletsthewriterbuildaudienceinterestanddesirebeforeaskingforactionorcommitment3.Whichofthefollowingisnotagoodwaytoestablishcredibilitywithyouraudience?Presentonlyyoursideoftheargumenttoavoidremindingtheaudienceofalternatives4.Ifyoulackcredibilitywithanaudience,whichofthefollowingwouldbegoodtechniquetouseinapersuasivemessage?Includeinformationorendorsementfromrecognizedexperts5.ThefirstphaseintheAIDAplanistoGaintheaudience’sattention6.ThebodyofamessagethatfollowstheAIDAplanGeneratesinterestandheightensdesire7.WhichoftheseisgoodwaytobuilddesireusingtheAIDAapproach?Doallofabove8.ThefinalphaseoftheAIDAplanCallforaction9.Anargumentthatisbasedonhumanfeelingsisknownasa/anemotionalappeal10.Anargumentthatisbasedonfactsandreasonisknownasa/anlogicalappeal11.ThebestapproachtousingemotionalappealsisusuallytoUsetheminconjunctionwithlogicalappeals12.Whichofthefollowingisatypeoflogicalappeal?Alloftheabove13.Theso-calledhardsellisRiskybecauseitputsyourrecipientsintoadefensiveframeofmind14.Relyingsolelyonpowerful,relationalargumentinpersuasivemessagesLimitsyourpersuasiveabilitybecauseitdoesn’thelpyouconnectwithyouraudienceonanemotionallevel15.Prioritizingwhichfeaturesandbenefitstowrit