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1、编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页 共1页第七章1.When it comes to routine message, you canKeep the planning stage brief.2.When writing routine message, youCan assume that your readers will be interested or neutral3.When writing a routine request, you beginBy politely stating your request. 4.what should
2、you do when asking question s in a routine request?Deal with only one topic per question.5.which of flowing should you do when closing a routine request? Ask the reader to respond by a specific and appropriate time.6.A courteous close contains All of above 7.If you are making a routine reply to a cu
3、stomer, its a good idea to Include resale information to assure the customer of the wisdom of his or her purchase8.A positive message should open with a clear and concise statement of the good news9.If a message has both positive and negative elements, you should Try to put the negative news in a po
4、sitive context.10.Which of the following is not among the recommended elements to include in your message if you are responding to a claim or complaint Complete contact information for your corporate legal staff11.If a customer who is clearly at fault requests an adjustment, you should Carefully wei
5、ght the cose of complying with the request against the cost of denying it, then decide how to respond based on the overall impact on your company.12.If a third party (such as a shipping company )is at fault when one of your customers makes a claim or request an adjustment ,the best response is to Fo
6、llowing the terms of whatever customer service agreement your company has with he third party 13.Which of the following is generally true about informative message ? Your audience may or may not be expecting them and may or may not be motivated to read them 14.The purpose of goodwill message is to E
7、nhance relationships with customers ,colleague ,and other businesspeople 15.The most effective goodwill messages Are sincere and honest 第八章1.Which of the following is an effective way to mmaintain the “you” attitude when crafting negative messages ?Show respect for the reader by avoiding negative, a
8、ccusatory language and emphasizing positives whenever possible 2.When using the direct approach with negative messages, you begin with The bad news 3.An advantage of using the direct approach with negative messages is that it Saves readers time by helping them reach the main idea more quickly 4.When
9、 using the indirect approach with negative messages, you begin withA buffer 5.An advantage of using indirect approach with negative messages is that It eases the reader into the message 6.The purpose of using the indirect approach is to Soften the blow of the bad news for the reader 7.Which of the f
10、ollowing is a good possibility to consider for use in writing a buffer? All of above are useful approach 8.When writing negative messages ,the key difference to consider between internal and externalaudiences is The length of time theyve been associated with the company 9.When a negative messages is
11、 going be sent to both internal and external audiences(such as an announcement of factory closing ),which of the following best describes the expectations that internal audiences usually have regarding the timing of the message delivery ? Internal audiences want to receive the news after the externa
12、l audiences has received it 10.A false statement that is damaging to a persons character or reputation ,whether spoken or in writing ,is known as defamation 11.Written defamation is known as libel 12.Spoken defamation is known as slander 13.Which of the following is good advice for avoiding being ac
13、cused of defamation? Do all of the above 14.Which of the following best characterizes the nature of crisis management planning ? Although you cant anticipate the nature and circumstance of every possible crisis ,you can repare by deciding how to handle such issues as communication with employees and
14、 the public 15.Continuing advances in communication technology make it More difficult to control rumors 16.Why do many experts recommend using an indirect approach when rejecting job applicants ?Applicants have a deep emotional investment in he decision 17.When explaining why an applicant wasnt chos
15、en for a position ,you should Be specific without being too personal ,such as explaining that the position requires special skills that the applicant doesnt yet possess 第九章1.Which of the following is true about persuasive business messages ? They often involve a combination of emotional and logical elements2.Why is the indirect approach often used in persuasive message ? It lets the writer build audience interest and desire before asking for action or commitment 3.Which of the following is not a good way to establish credibility with your audience ? Present only
