Question 1

____________________ or directives moving downward from superiors to subordinates usually require little persuasion.

Accepted Answer

The answer of ____________________ or directives moving downward from superiors...

Question 2

Persuasive ____________________ messages, also called complaint messages, are used to complain about damaged products, mistaken billing, inaccurate shipments, warranty problems, limited return policies, insurance snafus, faulty merchandise, and other problems.

Accepted Answer

The answer of Persuasive ____________________ messages, also called complaint messages,...

Question 3

In the body of a persuasive request, you can reduce resistance by

Accepted Answer

A)   focusing exclusively on benefits to the writer of the request.
B)   shifting reader attention through praise and compliments.
C)   avoiding any potential reasons for resistance.
D)   anticipating objections and offering counterarguments.

Question 4

You want to propose a workplace change to your employer. Which of these is the best advice for you?

Accepted Answer

A)   Because your supervisor should already be aware of the pros of changing the procedure, avoid providing any evidence.
B)   Stress your own needs and how you will benefit from the change because this is your proposal.
C)   Avoid words like suggest and recommend because these words make you look weak.
D)   Focus on how much money the proposed change will save the company. D

Question 5

Claim messages should include a blow-by-blow chronology of the details of the problem to adequately inform the reader of the problem.

Accepted Answer

A) True 
 B)False

Question 6

When developing a claim message, you should

Accepted Answer

A)   close the message by clearly specifying what you want done.
B)   describe the problem without providing a long, detailed account of the issue.
C)   include copies of relevant materials.
D)   All answer choices are correct.

Question 7

Choose the best closing for a message requesting the receiver's support for a proposed change in a benefits plan.

Accepted Answer

A)   Please e-mail me at your earliest convenience with your decision.
B)   Contacting me by December 1 about your support of this new benefits plan will allow me to present this proposal at the next strategic planning session.
C)   If you have any further questions about this new benefits plan, please do not hesitate to contact me.
D)   We really need to implement this new benefits plan soon.

Question 8

Persuasive claim messages are also called

Accepted Answer

A)   inquiries.
B)   adjustment messages.
C)   sales messages
D)   complaint messages.

Question 9

The opening of a sales message is one of its most critical elements.

Accepted Answer

A) True 
 B)False  True

Question 10

A sales message is wasted if your reader fails to act.

Accepted Answer

A) True 
 B)False

Question 11

Persuasive claim or complaint messages are often written when

Accepted Answer

A)   products are damaged.
B)   wrong shipments are delivered.
C)   mistakes in billing occur.
D)   All answer choices are correct.

Question 12

To capture the reader's attention and interest in a persuasive request, you can make an unexpected statement, suggest reader benefits, offer praise or compliments, or ask a stimulating question.

Accepted Answer

A) True 
 B)False

Question 13

Which statement about direct-mail messages is most accurate?

Accepted Answer

A)   Direct mail is an effective channel for personalized, tangible, three-dimensional messages that are less invasive than telephone solicitations.
B)   Today's companies no longer send direct-mail messages to market their products or services; they rely exclusively on electronic media instead.
C)   Direct-mail marketing is less effective than online marketing.
D)   All answer choices are accurate statements about direct-mail messages.

Question 14

The closing of a persuasive request should

Accepted Answer

A)   establish your credibility and demonstrate your competence.
B)   meet governmental regulations.
C)   describe the problem.
D)   motivate action.

Question 15

Choose the best advice to craft an effective direct-mail sales letter.

Accepted Answer

A)   Use slightly illegal sales tactics to get the desired sale.
B)   Develop and present a strong rational selling point early in the body of the letter. Later, add emotional appeals, using each appeal only once.
C)   Present information completely, using a personalized tone.
D)   Design your message for a general audience.

Question 16

When writing persuasive claim or complaint messages, you should

Accepted Answer

A)   suggest that the receiver intentionally deceived you or intentionally created the problem.
B)   use a moderate tone.
C)   inform the reader that you will contact the Better Business Bureau if your claim is not granted.
D)   use a strong tone with accusatory language to demonstrate your dissatisfaction.

Question 17

You must write a sales message to prospective customers. What should you do in the opening of your sales message?

Accepted Answer

A)   Offer something valuable, promise a benefit to the reader, or use some other technique to gain your reader's attention.
B)   Convince your reader of the superiority of the product or service being sold.
C)   Motivate your reader to take action.
D)   Promise an incentive for responding by a specific date.

Question 18

The most important points in an e-mail sales message should be placed at the end of the message where they will be remembered the most.

Accepted Answer

A) True 
 B)False

Question 19

Rational appeals focus on making or saving money, increasing efficiency, and

Accepted Answer

A)   soothing the egos of managers.
B)   making good use of resources.
C)   identifying status in the workplace or community.
D)   enjoying sensory input.

Question 20

Which statement about today's organizations and their employees is most accurate?

Accepted Answer

A)   Organizations are establishing more levels of management to conduct operations and to oversee employees.
B)   Executives today rely on persuasion to achieve buy-in from subordinates.
C)   There have been few changes in today's organizations for employees.
D)   Today's information-age workers rely on managers to be their information providers. B

Exam 8: Persuasive Messages

____________________ or directives moving downward from superiors to subordinates usually require little persuasion.

Correct AnswerverifiedShow Answer

Persuasive ____________________ messages, also called complaint messages, are used to complain about damaged products, mistaken billing, inaccurate shipments, warranty problems, limited return policies, insurance snafus, faulty merchandise, and other problems.

Correct AnswerverifiedShow Answer

In the body of a persuasive request, you can reduce resistance by

Correct AnswerverifiedShow Answer

You want to propose a workplace change to your employer. Which of these is the best advice for you?

Correct AnswerverifiedD

Claim messages should include a blow-by-blow chronology of the details of the problem to adequately inform the reader of the problem.

Correct AnswerverifiedShow Answer

When developing a claim message, you should

Correct AnswerverifiedShow Answer

Choose the best closing for a message requesting the receiver's support for a proposed change in a benefits plan.

Correct AnswerverifiedShow Answer

Persuasive claim messages are also called

Correct AnswerverifiedShow Answer

The opening of a sales message is one of its most critical elements.

Correct AnswerverifiedTrue

A sales message is wasted if your reader fails to act.

Correct AnswerverifiedShow Answer

Persuasive claim or complaint messages are often written when

Correct AnswerverifiedShow Answer

To capture the reader's attention and interest in a persuasive request, you can make an unexpected statement, suggest reader benefits, offer praise or compliments, or ask a stimulating question.

Correct AnswerverifiedShow Answer

Which statement about direct-mail messages is most accurate?

Correct AnswerverifiedShow Answer

The closing of a persuasive request should

Correct AnswerverifiedShow Answer

Choose the best advice to craft an effective direct-mail sales letter.

Correct AnswerverifiedShow Answer

When writing persuasive claim or complaint messages, you should

Correct AnswerverifiedShow Answer

You must write a sales message to prospective customers. What should you do in the opening of your sales message?

Correct AnswerverifiedShow Answer

The most important points in an e-mail sales message should be placed at the end of the message where they will be remembered the most.

Correct AnswerverifiedShow Answer

Rational appeals focus on making or saving money, increasing efficiency, and

Correct AnswerverifiedShow Answer

Which statement about today's organizations and their employees is most accurate?

Correct AnswerverifiedB

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True

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B