ENG-101 Week 6 Business Persuasion Quiz

Persuasive claim or complaint messages may involve damaged products, mistaken billing, inaccurate shipments, warranty problems, limited return policies, insurance snafus, or faulty merchandise.

• True

• False

Persuasion in today’s businesses focuses on _____.

• Manipulating the facts to bolster sales

• Generating and sending messages using only electronic media

• Influencing others (Correct)

• Writing direct messages

Messages flowing downward refers to messages that are written _____.

• From subordinates to supervisors

• From supervisors to subordinates

• From coworkers to fellow coworkers

• From managers to customers

Persuasion is necessary when ______.

• You anticipate that your audience will agree with your position

• Your audience may have resistance about your idea

• Audience attitudes match the objectives of your plan

• Your message is especially attractive to the audience

Effective persuasive claim messages _____.

• Vent the writer’s anger and frustration

• Present a logical case with clear facts

• Help the reader by showing who is to blame for the problem

• Display strong emotion

When developing a claim message, you should _____.

• Close the message by clearly specifying what you want done

• Describe blow-by-blow the full chronology of details

• Clearly express how upset you are about the issue

• Describe in detail what you will do if the reader does not comply with your request

In which part of a persuasive message should you motivate action?

• The subject line

• The opening

• The body

• The closing

Persuasive claim messages are also called _____.

• Inquiries

• Adjustment messages

• Sales messages

• Complaint messages

Which of the following situations would require a persuasive message traveling upward?

• The HR department outlining company policy on personal use of email

• An employee asking their supervisor to approve a pay increase

• Senior management asking employees to accept a pay cut to avoid layoffs or plant closings

• A supervisor informing employees about the new process for reporting overtime hours

Graciella is making a persuasive complaint at work. Which of these examples illustrate how to convey a complaint logically, clearly, and unemotionally?

• If you can’t be bothered with maintaining our equipment in good working order, how can I be confident that you care about your employees? I can’t be bothered filing repeated repair requests either.

• I have put up with a broken fax in Workroom 223 for three weeks, and I am just fed up with this waste of my time. Repair the fax or else!

• Did you realize that Bill has still not fixed the fax in Workroom 223 despite the work request I completed two weeks ago? Make Bill fix it!!!

• For the past two weeks, fax machine No. 223-51 has been unavailable to complete essential business for 25 of our employees due to incomplete service. Please ensure our equipment is repaired by Friday.