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PRSA APR PRACTICE EXAM QUESTIONS AND ANSWERS RATED A.
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PRSA APR PRACTICE EXAM QUESTIONS AND ANSWERS RATED A.
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PRSA APR PRACTICE EXAM QUESTIONSAND ANSWERS 2020-2021 RATED A.
According to EPR 10th Edition pg. 150 The Federal FOIA indicates nine
categories of exemptions from disclosure one being "medical". Note, state
laws are similar to that of federal statutes, but the extent varies
considerably. Public relation practitioners should familiarize themselves
with state access laws.; Over the past three days, you've five phone calls
and 10 emails from this customer, who is sharing graphic photos and stories
about his discomfort and unrest. You have alerted the leader of your
customer support team, who has conveyed that they are very familiar with
this customer and have done "everything they can" to resolve his concerns,
However, the customer stands firm that he does not want a new fitting but
instead a full refund. Your policies prohibit a complete refund outside of 30
days of purchase.What is the appropriate response to this customer's most
recent communication to you?
A) Respond to the customer directly to let them know that you have been in
touch with your customer support team and understand that they can issue
a new fitting but cannot provide a refund.
B) Escalate the customer's issue to the senior leader of operations and legal
counsel for review and ask them to consider issuing the refund
Verified Answer -Answer: B
Rationale:
1. Define the specific ethical issue/conflict. Company policies are
prohibiting a customer from receiving a full refund on a product they
purchased. The customer has threatened to escalate the issue to the media
,if they do not receive the refund, which could become a reputation issue for
your company despite the company's policies.
2. Identify internal/external factors (e.g., legal, political, social, economic)
that may influence the decision. Social and political factors influence the
decision here as the community is sensitive to / protective of the treatment
of war veterans.
3. Identify key values. ADVOCACY (understanding the sensitive nature of
your customer's background and their service field), FAIRNESS (to company
policies and to customers), LOYALTY (to company, customers)
4. Identify the parties who will be affected by the decision and define the
public relations professional's obligation to each.
COMPANY - Your loyalty must remain to the company that you work for. You
are looking out for the reputation of your company and do not want this
incident to negatively affect its reputation.
CUSTOMER - The customer deserves fair and honest communication and
support from your company and you are seeking that support on their
behalf. You must, however, separate yourself from developing an intimate
relationship with the customer; it's not your role to act on the company's
behalf in providing solutions directly for them but to instead act as their
advocate.
,STAKEHOLDERS - Your obligation to the stakeholders is looking out for the
best interest in their investment to the company, which may be threatened if
the company's reputation is at stake.
EMPLOYEES - Your employees will be your company's greatest advocates if
policies and procedures are communicated in a transparent and consistent
way.;You are the public relations manager at an active adult community
reporting to the community's developer. The community is about to
announce an expansion, which shows growth, and is intended to drive
awareness of available lots. Your VP would like to share this news via the
company's blog and Facebook page. What are the benefits of using these
information channels?
1. Actively engage stakeholders to create a conversation
2. Reach a broad audience
3. Third part credibility
4. The results are easily measured
Verified Answer -Correct Answer: 1 and 4
Social media is the only marketing platform that allows you to engage and
interact with your consumers - it's a two-way relationship
The results are measurable, and practitioners can take immediate action to
spot trends and re-align campaigns
, (Cutlip & Center's EPR, 11th Edition, pgs. 209-221);As the communications
director for a federal agency, you have been reacting to a law enforcement
incident that has received negative public and media attention. To make
matters worse, today, a congressman called you and requested information
about the investigation. Which one of the following is the best course of
action?
a. Do not provide the congressman the information due to the Freedom of
Information Act.
b. Quickly provide the congressman the investigation information he
requested.
c. Delay your response and consult with legal.
Verified Answer -Answer: a.
found in EPR 10th Edition pg. 150;You are the Public Relations Director for a
local school district. Your superintendent asks you to put together a
communication plan to help explain the new standards and their
effectiveness to parents, the media, local business/community leaders, and
elected officials. You put together a press packet that includes Op Ed stories
and a press release; schedule interviews with local reporters; develop
newsletters and brochures for parents and the community members;
schedule informational meetings for parents and community members to
attend; and send informational materials to your local state legislators.
These efforts are examples of which communication theory or model
(choose one).
A. Diffusion of Innovations Theory
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