Business Communications, Exam 2 (Chapters 6-8, 11) Questions and Answers
7 views 0 purchase
Course
Business Communication
Institution
Business Communication
Direct Organizational Plan - Answer-used when a message conveys neutral or positive information to an audience who will likely be interested in what we have to say
Direct Style - Answer-presents the major idea first, followed by explanations and details
What should be used to present your req...
Business Communications, Exam 2
(Chapters 6-8, 11) Questions and
Answers
Direct Organizational Plan - Answer-used when a message conveys neutral or positive
information to an audience who will likely be interested in what we have to say
Direct Style - Answer-presents the major idea first, followed by explanations and details
What should be used to present your request? - Answer-a direct question, polite
request, or statement
Goodwill Messages - Answer-with no true business objective, these messages convey
congratulations, appreciation, or sympathy.
Aggregators - Answer-large companies that can afford them use them to scan the web
for comments about the company
Google Alerts - Answer-a tool used by small companies to search the web for
conversations about their company
What type of comment should ALWAYS be responded to? - Answer-highly positive
online comments
What type of note should begin by expressing sympathy, offering some personal
memory of the deceased, and closed by offering comfort? - Answer-Sympathy Note
Guidelines for Goodwill Messages - Answer-be prompt, direct, sincere, specific, and
brief
Ethos - Answer-an appeal based on credibility
Pathos - Answer-an appeal based on emotion
Logos - Answer-an appeal based on logic
What should be used when the other person initially resists your efforts? - Answer-
Persuasion
Fact - Answer-indisputably true
Inference - Answer-probably true
, Opinion - Answer-possibly true
Coercion - Answer-using force or intimidation to get someone to comply
What type of plan should be used for more persuasive messages to U.S. audiences? -
Answer-the direct plan
Indirect Organizational Plan - Answer-a plan in which the reasons or rationale are
presented first, followed by the major idea
The opening statement MUST be... - Answer-interesting, relevant, and short
Rhetorical Question - Answer-gets the reader thinking about the topic of your message
but doesn't elicit a literal answer
What plan should be used when your audience may resist your message but will likely
read it anyway and when you know your audience prefers an indirect style? - Answer-
the indirect plan
Central Selling Theme - Answer-the major reader benefit that is introduced early and
emphasized throughout a sales letter
Solicited Sales Letter - Answer-a reply to a request for product information from a
potential customer
Unsolicited Sales Letter - Answer-promotes a company's product and is mailed to
potential customers who have not expressed any interest
Benefits - Answer-advantages a potential customer receives from a product or service
Features - Answer-an aspect of how a product or service works
Derived Benefit - Answer-similar to benefits- how marketers refer to benefits customers
receive from a product or service
Maintain credibility by... - Answer-providing specific facts and figures
Service Recovery - Answer-responding to service failure in a way that turns an upset
customer into a satisfied customer
Objectives of a Bad-News Message - Answer-convey the bad news and retain the
reader's goodwill
What will help you determine how to present the bad news? - Answer-the
communication context
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller lectknancy. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.49. You're not tied to anything after your purchase.
