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Business Communication
Q:
A comma splice is used to separate clauses.
Q:
Most business documents are written using very formal language.
Q:
Words such as it is, there are, there is, this is, and these are should be avoided at the beginning of a sentence.
Q:
The abbreviation WD indicates a wrong word has been used.
Q:
"P" indicates the need for correct punctuation.
Q:
If you are writing a business letter to someone you know well, it is acceptable to use his or her first name in the salutation.
Q:
"Feb. 10, 2015" is the correct way to type the date in a letter.
Q:
If writing is marked with "Red," the writer should increase the number of times the point is explained.
Q:
If an idea is marked as being incomplete, what should happen to that idea?
A. It should be eliminated.
B. It should be cited.
C. It should be indicated as a personal point of view.
D. It should be developed further.
Q:
In business documents, abbreviations such as U.S.A. and M.B.A. must always contain periods.
Q:
Letterhead stationery commonly includes the company's URL.
Q:
Which of the following helps show connections between points?
A. Subordinate clauses
B. Adjectives
C. Transitions
D. Direct approach
Q:
When preparing a formal report that will be bound, leave at least a
A. uniform 2-inch margin on all sides.
B. 2-inch margin at the top and bottom and a 1-inch margin on the sides.
C. 1-inch margin on three sides and a 1 1/2-inch margin on the bound side.
D. uniform 1 1/2-inch margin on all sides.
Q:
When asked to rewrite something as a complete sentence, what is most likely the problem?
A. There is a dangling modifier.
B. There is a sentence fragment.
C. There is a nonrestrictive clause or phrase.
D. There is an incorrect preposition.
Q:
In memos, a courtesy title
A. should always be used.
B. is never appropriate.
C. is required if you are discussing confidential matters.
D. should be used only if you would use one in a face-to-face encounter with the reader.
Q:
The top of a memo usually includes headings for
A. to, from, date, subject.
B. department, date, subject.
C. attention, to, from, date.
D. subject, to, date.
Q:
Which of the following is a salutopening?
A. Dear Professor Milford:
B. Dear Esteemed Professor Milford,It has come to our attention that you are interested in joining our research team in Winslow, Arizona. We think you can be a good fit!
C. Attention: Professor J. J. Milford Thank you, Professor Milford, for your prompt response.
D. Attention: Professor J. J. Milford
Q:
To meet the needs of U.S. Postal Service equipment, envelopes used for bulk mailings
A. are never made of colored paper.
B. are addressed in capital letters.
C. include all mailing instructions below the address area.
D. change based on envelope size.
Q:
The proper sequence for the standard parts of a letter is
A. heading, date, inside address, salutation, body, complimentary close, signature block.
B. date, heading, inside address, salutation, body, typewritten name, complimentary close.
C. salutation, date, heading, inside address, body, complimentary close, signature block.
D. inside address, heading, date, salutation, body, complimentary close, typewritten name.
Q:
The letter format in which all parts begin at the left margin is called
A. block.
B. modified block.
C. simplified block.
D. mixed block.
Q:
The quality of paper is measured by
A. length and width.
B. weight and cotton content.
C. color and texture.
D. style of letterhead and corporate logo.
Q:
When is an enclosure notation required in a business letter?
A. All business letters require enclosure notations.
B. When the letter is typed by one person to express the sentiments of another person
C. When the letter is sent in printed form rather than electronic form
D. When the letter includes other documents
Q:
How has social media affected the writing of promotional messages and the AIDA plan?
Q:
If you include an attention line in a business letter, you should place it
A. at the first line of the inside address.
B. below the salutation.
C. two lines below the complimentary close.
D. below the company name.
Q:
When writing promotional messages for social media, the AIDA model does not require modification.
Q:
"Cutting through the clutter" to get the audience's attention is one of the biggest challenges with marketing and sales messages.
Q:
The use of a person's name, photograph or other identity without permission is considered what?
A. A violation of a binding contract
B. Bait and switch advertising
C. Invasion of privacy
D. Misleading customers
E. Deceptive claims
Q:
Conventional marketing and sales message are often prepared using the AIDA model.
Q:
In the United States, which of the following organizations monitors corporate activities as they relate to truth in advertising?
A. The Federal Trade Commission
B. The Internal Revenue Service
C. The Truth in Advertising Agency
D. FEMA
E. The Federal Bureau of Investigation
Q:
The visual design of a product is considered a benefit of a product.
Q:
How do effective business people view persuasion?
A. As a way to manipulate the audience
B. As a negative force for the marketplace
C. As a way to increase profit
D. As a way to align the audiences interest with the organizations
E. As a positive force in the marketplace
Q:
Marketing messages nearly always compete with messages from other companies who are trying to reach the same audience.
Q:
What percentage of smartphone users access shopping related information on their device?
A. 50 percent
B. 60 percent
C. 70 percent
D. 80 percent
E. 90 percent
Q:
Which of the following is a legal aspect of promotional communication and subject to guidelines of the FTC?
A. You can use any person's image as long as you don't imply they are endorsing your product.
B. Marketing and sales messages are not considered binding contracts.
C. Marketing messages aimed at children under the age of 13 are subject to special rules.
D. Marketing messages can imply deceptive claims but cannot make an outright statement of the claim if it is untrue.
E. Offering a money-back guarantee is considered support for a claim.
Q:
When creating advertising for mobile devices, what should marketers do to make their ad more effective?
A. Place additional promotions on smartphone apps
B. Use Facebook ads
C. Keep promotional messages interactive
D. Keep promotional messages fast and straightforward
E. Include several embedded links within the website
Q:
Which of the following is not considered deceptive by the FTC in regards to advertising?
A. Statements that have the potential to mislead reasonable customers
B. A money back guarantee
C. Implying claims without actually making them
D. Omitting important information that might shape the purchase decision
E. An untrue statement
Q:
Which of the following is the most common form of content marketing in the mobile arena?
A. Text ads
B. Search engine results
C. Mobile-optimized video
D. Google ads
E. Facebook ads
Q:
What can using Q&A sites or providing brief answers posted on the social media site, do for the organization?
A. Allow the organization to respond to conversations within the community
B. Identify and support product champions
C. Allow the organization to provide information people want
D. Integrate conventional marketing techniques
E. Facilitate community building
Q:
Which section of the persuasive request for action indicates what you know about the situation being written about?
A. Your goal statement
B. The interest and desire sections
C. The attention getting device
D. The logical appeal
E. The demand for action
Q:
When using blogs and websites to provide the information customers need, what social media guideline is being utilized?
A. Facilitating community building
B. Listening as much as talking
C. Initiate and responding to conversations with the community
D. Integrating conventional marketing strategies at the right time in the right place
E. Being real
Q:
Which of the following is a common use of a persuasive message?
A. To increase supplier obligations
B. To discourage non-routine results
C. To enforce more efficient operating procedures
D. When requiring cooperation from other departments
E. When requesting action
Q:
When writing promotional messages for social media sites, how does the process change?
A. Listening becomes less essential.
B. The emphasis shifts to encouraging and participating in online conversations.
C. An emotional, conversational tone becomes more effective.
D. Champions and fans control the content of the message.
E. Messages should be controversial to create excitement and interaction.
Q:
What is the goal of opening with an attention getting device?
A. You attract the reader's attention.
B. You generate interest on the part of the audience.
C. You gain credibility.
D. You show readers that you understand their concerns.
E. You start to change attitudes and beliefs.
Q:
When expanding the explanation of how a product or service will benefit the audience, what step of the AIDA plan is being developed?
A. Attention
B. Interest
C. Action
D. Desire
E. Interactivity
Q:
Identify four common mistakes in persuasive communication and discuss how to avoid them.
Q:
Using the technique of "paying off" the promise made in the headline is generally best accomplished during what step of the AIDA plan?
A. Attention
B. Interest
C. Action
D. Desire
E. Interactivity
Q:
Discuss guidelines for reinforcing your position when developing a persuasive message.
Q:
Discuss how to apply the AIDA model when framing your persuasive arguments.
Q:
Deductive reasoning works from specific evidence to a general conclusion.
Q:
Building a relationship with your audience at the right emotional level will help the writer avoid which common mistake in persuasive communication?
A. Using a hard sell
B. Resisting compromise
C. Relying solely on great arguments
D. Assuming persuasion is a one-shot effort
E. Convincing the audience to say "yes" in one step
Q:
AIDA is a unidirectional method that essentially talks at audiences, not with them.
Q:
Which of the following is a common mistake in persuasive communication?
A. Pressuring someone to make a decision
B. Using the process of give and take
C. Connecting with the audience at an emotional level
D. Using vivid language
E. Thinking that persuasion is a one-time opportunity
Q:
During the attention phase of the persuasive message, the writer should find some common ground on which to build their case.
Q:
Which of the following is a common mistake in persuasive communication?
A. Failing to anticipate objections
B. Using emotional appeals
C. Presenting all sides of the issue before explaining the advantages of your position
D. Involving the audience in the design of the solution
E. Failing to look at the message from the audience's perspective
Q:
The AIDA plan will work for direct as well as indirect message formats.
Q:
When developing a persuasive message, when should audience objections be addressed?
A. As soon as the objection is mentioned
B. When all objections have been voiced
C. Before they become objections
D. After the product or service has been delivered
E. As the audience absorbs the message
Q:
Employees who are forced into accepting a decision or plan are generally more likely to react positively to the motivation.
Q:
When reinforcing your position, you should pay special attention to what?
A. The logic of the arguments
B. Emotional appeal
C. Potential objections
D. Word choices
E. Message format
Q:
Trying to support a claim by restating the claim in different words is called what?
A. Cause and effect
B. Generalization
C. Circular reasoning
D. Mistaken assumptions
E. Faulty analogies
Q:
Being sure there is plenty of evidence before drawing conclusions will prevent what?
A. Inductions
B. Hasty generalizations
C. Circular reasoning
D. Mistaken assumptions
E. Faulty analogies
Q:
Which of the following is least likely to encourage a positive response to a persuasive message?
A. Positive and polite language
B. Respecting cultural differences
C. Using industry specific terminology
D. Being sensitive to organizational cultures
E. Establishing your credibility
Q:
Working from a generalization to a specific conclusion is an example of what type of reasoning?
A. Analogy
B. Induction
C. Circular reasoning
D. Deduction
E. Cause and effect
Q:
Which of the following has the greatest impact on the effectiveness of persuasive messages in the workplace?
A. Social culture
B. Organizational culture
C. Social media
D. Customer and client relationships
E. Emotional culture
Q:
Working from specific evidence to a general conclusion is an example of what?
A. Analogy
B. Induction
C. Circular reasoning
D. Deduction
E. Cause and effect
Q:
Explaining your reasons and building interest before asking for a decision or action is an example of what?
A. An indirect approach to persuasive messages
B. An attempt to understand the psychographics of the audience
C. An attempt to understand what motivates the audience
D. A direct approach to persuasive messages
E. An attempt at audience analysis
Q:
Which of the following allows the writer to borrow from something familiar to explain something unfamiliar?
A. Attention getting devices
B. Analogy
C. Circular reasoning
D. Cause and effect
E. Reinforcement
Q:
Which of the following would not encourage a positive response to your message?
A. Using positive and polite language
B. Understanding cultural differences
C. Being sensitive to organizational cultures
D. Establishing your credibility
E. Explaining why previous choices were poor choices
Q:
Most persuasive business messages rely on what?
A. Analogy
B. Emotion
C. Induction
D. Deduction
E. Logic
Q:
To encourage a positive response to your persuasive message, which of the following would be most effective?
A. Use industry specific words and phrases.
B. Send the message as high up the organizational chain of command as possible.
C. Send the message in a variety of ways including email, blogs and print.
D. Use positive and polite language regardless of audience.
E. Establish credibility by using technical jargon and buzzwords.
Q:
Before attempting to change someone's attitudes, beliefs or actions, what must be understood?
A. Demographics
B. Psychographics
C. Motivation
D. Desires
E. Culture
Q:
Personality, attitudes, lifestyle and other psychological characteristics of an audience are known as what?
A. Demographics
B. Target market
C. Culture
D. Psychographics
E. Attributes
Q:
Which of the following is true for persuasive messages?
A. The messages must be competitive.
B. The message must be based on positive social outcomes.
C. The message must be compelling.
D. The message must use lively words and phrases.
E. The message must be highly visual.
Q:
The age, gender, income, education and other quantifiable characteristic of people are called what?
A. Demographics
B. Target market
C. Culture
D. Psychographics
E. Attributes
Q:
Which of the following best describes the goals of persuasion?
A. Attempting to get the audience to purchase your product
B. Attempting to change an audience's attitudes, beliefs or actions
C. Presenting the audience with a choice
D. Using a neutral buffer to attract the people to the product
E. Using the indirect format to have people change their minds now, or at some point in the future
Q:
When planning a persuasive message, which of the following is the least important consideration when considering the audience?
A. Who is my audience?
B. Where is my audience located?
C. How will the culture of the audience influence the message?
D. How might the audience resist?
E. What does the decision maker consider most important?
Q:
Which of the following is an essential element of persuasive messages?
A. Trust
B. Marketing
C. Sales
D. Value
E. Action
Q:
Messages that try to convince the audience to consider then purchase products and services are called what?
A. Direct messages
B. Indirect messages
C. Business messages
D. Persuasive business messages
E. Marketing and sales messages
Q:
Identify four steps to take when responding to rumors and encountering negative information on social media.
Q:
Steps in planning successful persuasive messages include what?
A. Planning, writing, completing
B. Neutral buffer, reasons, decision, courteous close
C. Reasons for the message, supporting data, courteous close
D. Analysis, gathering information, selecting channel and medium, organizing
E. Analysis, audience, selecting channel and medium, writing
Q:
The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.