Q&A Hero

Q: Anger can be either a facilitative or debilitative emotion.

Q: The integrity of personal information collected by governmental and private agencies is protected by the a. First Amendment to the U.S. Constitution. b. Fourth Amendment to the U.S. Constitution. c. Fair Information Practices (FIP). d. Electronics Communication Privacy Act.

Q: Documenting the sources that you use in your writing A) properly and ethically credits the person who created the original material. B) shows the audience that you have sufficient support for your message. C) helps readers explore your topic in more detail. D) all of the above.

Q: According to the text, real self-disclosure does not involve attempts at control of the other.

Q: You receive an email message from a co-manager concerning the negative performance of an employee. How do you respond? a. Reply to the email, adding your comments to those of your co-manager. b. Forward the email to the employee. c. Meet with your co-manager and discuss the employee's weaknesses face to face. d. Forward the email to your supervisor for her comments.

Q: Possible uses of online monitoring tools include all of the following except A) subscribing to newsfeeds from blogs and websites. B) following people on Twitter and other microblogs. C) entering key terms into general-purpose search engines. D) setting up alerts on search engines and online databases.

Q: "You are such a couch potato" is an example of what Gibb defense-arousing behavior? a. . b. control. c. strategy. d. neutrality. e. superiority.

Q: Which of the following is NOT an acceptable situation for using email? a. Providing all employees with information about the company's new computer system. b. Evaluating the strengths and weaknesses of a current employee. c. Sending product meeting notes to all meeting participants. d. Thanking a client for his continued business.

Q: Unlike Internet search engines, online databases A) can be accessed only from a library. B) often provide access to various parts of the hidden Internet. C) are rarely up to date. D) do not require a subscription.

Q: The intensifying stage is the time when individuals give up some characteristics of their old selves and develop shared identities.

Q: Text messaging should not be used for which of the following business messages? a. An efficient delivery of a sales message. b. A quick and silent updating message to a colleague in a meeting. c. A confirmation of an appointment to a coworker on a business trip. d. A less emotional way to tell a subordinate he did not receive a desired promotion.

Q: Which of the following is NOT a characteristic of online databases? A) They often categorize information by subject area. B) They offer access to many materials that are not accessible through standard search engines. C) Using them requires knowledge of basic search techniques. D) Most of them are available free of charge.

Q: A smile always means a person is happy.

Q: During a business lunch with a client, a colleague calls with bad news about another project. You should a. answer the call at the table and discuss the situation without leaving the table. b. answer the call at the table, listen to the news calmly, and tell your colleague you will call him back later. c. excuse yourself from the table, take the call somewhere unobtrusive, handle anything you can handle quickly, and then tell your colleague you will call him back later. d. let the phone continue to ring at the table without answering.

Q: A metacrawler is A) a highly specialized directory that focuses on a specific subject matter area. B) a search engine that examines only newsgroup messages. C) a type of aggregator that offers subscribers all-day information on their desktops. D) a special type of engine that searches several search engines at once.

Q: One of the reasons we don"t express emotions is that we don"t recognize when they occur.

Q: Which of the following is true of cell phone communication? a. Using your cell phone while driving is advisable because it is a wise use of time. b. Federal law prohibits using a cell phone use while driving without a hands-free device. c. You should generally answer your cell phone during a business meeting, when a call comes from a client. d. None of the above is true.

Q: A web directory differs from a search engine in that A) it doesn't include Usenet newsgroups. B) it doesn't provide as precise results as a search engine. C) human editors find and index the websites to include. D) it usually locates more sites than a search engine.

Q: As a general rule, the best way to develop a positive interpersonal relationship is usually to begin that relationship by revealing a great amount of highly personal information about yourself.

Q: When leaving a voice mail for a client concerning an upcoming meeting, you should a. discuss your schedule for the entire week, detailing each meeting you have. b. start talking about the meeting immediately, without giving your name if your client should recognize your voice. c. leave your name, telephone number, and enough details for the listener to understand what you want. d. leave your name and telephone number and no other details to save time.

Q: Which of the following is NOT true of conventional search engines? A) They travel the web automatically, identifying new websites. B) They access the deep Internet or hidden Internet. C) They return to previously identified websites to look for changes. D) Not all search engines operate in the same way.

Q: Lilly calls Cameron to invite her to a party, leaving the message on Cameron's voicemail. After two days, Cameron still hasn"t returned Lilly's call. Lilly might interpret this as what type of response? a. impervious. b. interrupting. c. irrelevant. d. tangential. e. impersonal.

Q: Which of the following is NOT an advantage of a company weblog? a. Enhances business and build customer loyalty. b. Helps service teams troubleshoot current problems. c. Provides dynamic, rapidly changing communication channels. d. Allows employees to vent frustrations anonymously.

Q: Regarding the five-step research process, the planning step includes all of the following elements except A) developing a problem statement. B) prioritizing research needs. C) documenting your sources. D) maintaining standards of ethics and etiquette.

Q: The move from initiating to experimenting occurs at the same pace for both those communicating in cyberspace and face-to-face.

Q: Web-based project software a. was declared illegal due to heightened security procedures that have been implemented since September 11, 2001. b. lacks efficiency due to the differences in computer systems, terminology, and processes. c. can cause misunderstandings between different vendors, resulting in delayed completion of projects. d. allows information to be viewed from any computer with Internet access, as long as the user has the proper security clearance and passwords.

Q: In evaluating material you have gathered for a report, you should A) assume those who've written the material are credible. B) shun information with any hint of bias because such information is inherently unethical. C) check to make sure you're using the most current information available. D) avoid using government documents.

Q: An organization that wants to provide business partners with always-available information and contact should use which of the following? a. Intranet b. Extranet c. Email d. Voice mail

Q: Smiles and laughter are signs of positive emotions in all cultures.

Q: Sources of secondary information include A) first-hand observation. B) in-person interviews. C) newspapers and periodicals. D) experiments.

Q: People will always respect and like you more if you go out of your way to please them.

Q: Which of the following is the most effective passage in an email message to managers concerning new procedures for locking up the building when leaving at night? a. When you leave the plant at night, here are a few things to remember: · Close and lock all secondary plant doors. · Key your personal code into the security pad to the right of the door. · Open the main plant door and go outside. · Close the door. · Use your key to lock the door. · Press enter on your personal plant remote to arm the security system. b. When you leave the plant at night, follow these procedures: 1) Close and lock all secondary plant doors. 2) Key your personal code into the security pad to the right of the door. 3) Open the main plant door and go outside. 4) Close the door. 5) Use your key to lock the door. 6) Press enter on your personal plant remote to arm the security system. c. When you leave the plant at night, follow these procedures–close and lock all secondary plant doors, key your personal code into the security pad to the right of the door, open the main plant door and go outside, close the door, use your key to lock the door, and press enter on your personal plant remote to arm the security system. d. All are equally effective.

Q: ________ are the particular advantages that readers will realize from the features of a product. A) Benefits B) Optimizations C) Utilization points D) Selling points

Q: All self-disclosure is reciprocal.

Q: According to your textbook, ________ are the most attractive features of a product. A) desirable benefits B) specialties C) points of access D) selling points

Q: When composing an email message, a. ideas should be organized inductively when the message contains good news or routine information. b. just be direct, since such communications are routine. c. present the information in the order it is likely needed or will be best received. d. avoid repeating information that is in the subject line in the opening sentence.

Q: ________ take potential customers through the purchasing process without asking for an immediate purchase decision. A) Marketing messages B) Sales messages C) Mission statements D) Business previews

Q: As vice president of sales, you would like to send company personnel a good-news message about the company's first quarter sales results. Which of the following would be the best subject line for your message? a. Good News! b. FYI c. Sales Figures d. First Quarter Sales Exceed Projections

Q: Molly asks her mother if she"ll help her go through her wardrobe to see what needs to be thrown out. Her mother replies, "Throwing out things is a great idea; help me with cleaning out this refrigerator, won"t you?" This reply is an example of a(n) a. impervious response. b. interrupting response. c. irrelevant response. d. tangential response.

Q: Asking someone, "What's your major?

Q: An email message with the subject "Meeting Notes Attached: Crescent City Grill Launch Party" might use which of the following as its first sentence, a. Please remember to include the mayor on the guest list. b. Attached are the notes from our Monday meeting discussing the Launch Party of the Crescent City Grill on March 3. c. BTW, what time did we decide for the buffet to open? d. The meeting notes are attached.

Q: Conventional marketing or sales messages begin with an effort to gain the audience's A) attention. B) money. C) interest. D) cooperation.

Q: ________ are the most common form of content marketing in the mobile arena. A) Blog posts B) Search-engine results C) Downloadable coupons D) Mobile-optimized videos

Q: Electronic messages as a communication channel would NOT be appropriate for which of the following situations? a. When you need to send a message to someone outside the company b. When you need to send sensitive or extremely confidential information c. When you need to send one message to several different people d. When you need a quick response to a simple question

Q: Since the face and eyes are probably the most noticed parts of the body, their nonverbal messages are easier to read than other parts of the body.

Q: Which of the following is NOT good advice for handling e-mail efficiently? a. Set up separate accounts for receiving messages that require your direct attention. b. Keep all messages in the event that you ever need to verify information from them. c. Set up folders that organize messages you need to keep. d. Investigate the purchase of an e-mail handler to assist with sorting and prioritizing messages.

Q: All emotions are caused by self-talk.

Q: Which of the following would be the best wording in a marketing or sales message? A) The Never-Off whole-house generator requires professional installation. B) The Never-Off whole-house generator provides either 110 volts for standard use or 220 volts for washers and driers. C) The Never-Off whole-house generator automatically provides the 110 volt power your family needs during electrical outages. D) The Never-Off whole-house generator smashes all your doubts about generators and tosses them in the trash.

Q: The desire phase of a conventional marketing or sales message should A) cut through "the clutter" to get your audience's attention. B) build interest in the product or service that the message is promoting. C) expand on your explanation of how the product or service will benefit them. D) include a persuasive call to action.

Q: To protect computer systems from e-mail viruses and hoaxes, a. open attachments and then command your computer to scan them for virus activity. b. forward questionable messages to the e-mail administrator. c. forward all emailed warnings to those in your address book just in case the threat is real. d. keep in mind that unsolicited e-mails with an ".exe" extension are usually safe to open.

Q: Self-disclosure of personal thoughts and feelings may be inappropriate and risky in the work setting.

Q: Mercedes asks her boss if she can take Friday afternoon off to clear up some legal problems. Her boss replies, "Seems like everybody has problems these days." The boss's reply is an example of a(n) a. impervious response. b. interrupting response. c. irrelevant response. d. tangential response.

Q: Email messages should be limited to one topic because a. some computers cannot display longer messages. b. an email message should not contain competing ideas. c. the recipient might forget to respond to multiple points discussed. d. messages with multiple topics take too long to type.

Q: Which of the following would NOT be an effective technique for gaining audience attention in sales messages? A) Offering an exciting product benefit B) Encouraging people to place an order C) Offering a unique solution to a common problem D) Appealing to people's emotions

Q: When we are trying to decide whether a relationship with another person is no longer "worth the effort," we are using the social exchange formula.

Q: The subject line of an email message should do all of the following, EXCEPT a. warn the recipient of the message of the bad news. b. allow the recipient to prioritize the message. c. expedite understanding of the message. d. provide a point of reference for future use.

Q: If price is one of your strong selling points, you should A) mention special offers, such as volume discounts, before actually stating the price. B) decrease the perception that the price is high. C) break the total price into smaller units. D) give the price a place of prominence in the message.

Q: Which of the following is NOT a benefit of e-mail? a. E-mail reaches people more quickly than letters or memorandums. b. E-mail can be easily discarded when the message does not have to be kept. c. E-mail relieves the recipient from playing "telephone tag." d. E-mail is private because it requires the use of a password to access it.

Q: Nonverbal messages are less ambiguous than verbal messages.

Q: Successful marketing and sales messages begin with A) an understanding of audience needs. B) an awesome marketing campaign. C) a persuasive call to action. D) an all-out effort to recruit marketing personnel.

Q: In marketing and sales messages, the best way to handle potential objections is to A) avoid mentioning them. B) identify them up front and try to address as many as you can. C) explain why the objections aren't really important. D) suggest that anyone who has them simply needs to do more research.

Q: Your text advises that when you feel a certain way, you should act on that feeling immediately.

Q: Email and cell phone calls are preferred channels for communicating information that is private or sensitive.

Q: If you're marketing a new security system to an audience of wealthy professionals, the consumer benefit you would most want to emphasize is A) protection of the consumer's property. B) the low cost of the system. C) the low monthly payments for the service. D) easy, do-it-yourself installation.

Q: People who act in accordance with Gibb's category of equality communicate that a. everyone is equal in every way. b. while they may have greater talent in some areas, all have just as much worth as human beings. c. all human beings are created with the capacity to be equal in all areas. d. All of these answers are correct. e. None of the above answers are correct.

Q: Government response to the threat of terrorism has resulted in erosion of privacy for Americans.

Q: A company legally owns the electronic communications of its employees.

Q: Liking or loving is a better predictor of relational satisfaction than respect.

Q: Whereas ________ focus on what the product does, ________ focus on what the user experiences or gains. A) wants; needs B) selling points; benefits C) benefits; selling points D) actionable features; desirable benefits

Q: By adapting its reservation system for expanded web access by consumers, Wyndham Fairfield Resorts is using its website to respond to the needs of the end user.

Q: Verbal and nonverbal communication are interconnected elements in every act of communication.

Q: When you're writing promotional messages for social media, use ________ to initiate and facilitate discussions in your networked community. A) traditional promotions B) bait-and-switch tactics C) conversation marketing D) opt-in scenarios

Q: When communicating with a colleague about the hiring or firing of an employee, you would be well advised to not use a cell phone.

Q: The mind has little influence on our emotional states.

Q: A ________ helps a potential buyer move through the purchasing process without having to make an immediate decision; a ________ encourages a potential buyer to make a purchase decision immediately. A) marketing message; product push B) measured response; content quotient C) persuasive appeal; purchase message D) marketing message; sales message

Q: Text messaging is a social communication tool and not applicable for business communication.

Q: Couples are happiest when their levels of openness are roughly equal.

Q: In marketing and sales messages, what is the primary difference between selling points and benefits? A) Selling points are positive whereas benefits are not. B) Selling points focus on the user rather than the product. C) Selling points focus on the product rather than the user. D) None of the above is correct.

Q: A confirming response may a. criticize the other. b. agree with or ac the other. c. reveal deception. d. recognize manipulation. e. control the other.

Q: When leaving a phone message, you should give only your name and number to improve efficiency.