WorksheetsENG-101 Week 6 Business Persuasion Quiz
Total questions: 10
Worksheet time: 5mins
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.
