1. Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit

2. A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement

3. To minimize disappointment and maintain a positive relationship, the inductive strategy is the best way to organize messages that refuse requests

4. Which of the following is FALSE when offering guarantees and free trial offers in persuasive messages

5. Which of the following is the suggested four-step sequence for an inductive outline

6. Which of the following is FALSE concerning a persuasive claim message

7. In some circumstances, placing a refusal in the first sentence is justified

8. Which sentence is a good example of a buffer for a bad news message

9. A well-written message acknowledging a customer's order usually will likely result in

10. Paragraphs in a persuasive message are typically long in order to achieve the writer's persuasive purpose

11. Which of the following sentences provides the most effective incentive for consumers to complete and return a survey about laundry detergents

12. Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered

13. The central selling point in a persuasive message

14. As compared to letters, memos and email are channels for sharing information of a somewhat ____ nature

15. Which of the following are FALSE when writing bad-news messages

16. "I have received and read your letter of April 12" is an effective neutral way to begin the first paragraph of a bad-news message.

17. A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as

18. Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically

19. Memorandums, or memos, are appropriate for communication both inside and outside the company

20. Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message

21. Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal

22. Which of the following is an effective device for gaining attention in a persuasive message

23. Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message

24. Which of the following summarizes the AIDA steps in the persuasive process

25. Goodwill messages can be designed to build strong, lasting relationships among employees, clients, customers, and various other groups

26. Memos or email messages are the most frequent methods for sharing procedures and instructions for internal business communication when a written record is needed

27. Which statement best describes the appropriateness of the following product claim in a sales letter? "Viruscan is the best virus defense product available. It offers the most sophisticated and comprehensive protection for your data."

28. The principles used in selling an idea are similar to those used in selling products

29. To overcome receiver resistance to a persuasive appeal, the price typically should be

30. Melody is responding negatively to a request for a claim. Which of the following would she NOT do in composing her message to the customer

31. The steps for the deductive sequence approach for a good-news message are

32. If you need to convey information that contains good- or neutral-news, you could use

33. Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users

34. When writing a message offering constructive criticism, one's primary consideration should be

35. An effective opening for a bad-news message

36. Which of the following provides the BEST opening line in a persuasive memo asking the company president to provide extra funds for advertising a new cat food line

37. To avoid litigation, some credit-granting companies

38. Which of the following is FALSE about persuasive communication

39. Persuasive requests differ from routine requests in that

40. Bonita wants to sell her consulting abilities to a potential client. She should use principles that are similar to those used in selling products and services

41. Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message

42. Which of the following is the BEST suggestion to follow when refusing a request

43. Which of the following is the BEST introduction of a product or service in a sales message

44. When writing complex procedures that should be completed in a particular order, which method is BEST

45. Ken is preparing a persuasive message to business owners in his community. Before he writes his message he should try to understand what characteristics these owners have in common, such as the goals and educational status

46. In a credit refusal message, your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer

47. Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims

48. A recommended way to subordinate the price of a product is to reveal it in a sentence that also refers to the central selling point

49. Which is the BEST choice for the first sentence of a sales message

50. Email messages and memos differ from letters in that they are