MC Questions Chapter 8-9-10

Most persuasive requests should be organized _______.

• directly

• chronologically

• quickly

• indirectly

When using the indirect strategy in a persuasive message, you should place the reasons and explanations _______.

• in the closing of the message

• after the main idea

• before the main idea

• in an attachment to the message

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

• focusing exclusively on benefits to the writer of the request

• shifting reader attention through praise and compliments

• avoiding any potential reasons for resistance

• anticipating objections and offering counterarguments

In which part of the writing plan for persuasive requests should you focus on capturing the reader’s attention and interest?

• The opening

• The body

• The closing

• The subject line

Persuasive claims are often written when _______.

• products are damaged, wrong shipments are delivered, or mistakes in billing occur

• problems are encountered with poor customer service

• sending an adjustment request alerting the business of a billing error on a routine charge

• a customer is dissatisfied with the quality of products offered

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 the 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

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.

Which of the following reports is an example of an analytical report?

• A report summarizing the details of a recent seminar you attended

• A report recommending an antiterrorism security system for mass transit

• A report outlining the new company procedure for reporting workplace injuries

• A report showing state budget allocations for education

When you organize an informational report directly, in what order should the ideas be presented?

• Introduction/background, facts/findings, and summary

• Introduction/background, summary, and facts/findings

• Summary, introduction/background, and facts/findings

• The direct strategy presents ideas in any order for maximum effectiveness and flexibility.

The format of a report depends primarily on its length, topic, audience and _______.

• delivery mode

• purpose

• formality level

• writing style