Fundamentals Of Business Communication Quiz Part- V

10 Questions | Total Attempts: 215

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Questions and Answers
  • 1. 
    What is one of the most important aspects of the indirect plan?
    • A. 

      It keeps the receiver from getting the negative news.

    • B. 

      The close stays off the negative subject.

    • C. 

      The reasoning to justify the negative information is presented before the negative information.

    • D. 

      The negative information is presented before the reasoning to justify it.

  • 2. 
    Which of the following statements is NOT an advantage of the indirect plan?
    • A. 

      It permits reason to prevail.

    • B. 

      It emphasizes the negative information.

    • C. 

      It maintains a calm approach.

    • D. 

      It can change a negative situation to a positive one.

  • 3. 
    Which of the following messages should NOT be developed using the indirect plan?
    • A. 

      Claim message

    • B. 

      Request refusal

    • C. 

      Adjustment refusal

    • D. 

      Credit refusal

  • 4. 
    The negative information section of a negative message should:
    • A. 

      Be placed in a separate paragraph.

    • B. 

      Avoid saying what can be done.

    • C. 

      Come immediately after the logical explanation.

    • D. 

      Offer an apology.

  • 5. 
    The logical explanation of the indirect plan:
    • A. 

      Stresses receiver interests and benefits.

    • B. 

      Uses emphasis techniques.

    • C. 

      Relates to the opening buffer.

    • D. 

      Includes both A and C.

  • 6. 
    If the opening buffer and logical explanation are effective, the receiver will 
    • A. 

      Be unsure about the meaning of the negative information.

    • B. 

      B. not expect the negative information.

    • C. 

      Not need another statement that conveys the negative information.

    • D. 

      Respond favorably to the words you chose for the logical explanation .

  • 7. 
    Which of the following is NOT a proper way to communicate a credit refusal?
    • A. 

      Personalized letter

    • B. 

      Form memo

    • C. 

      Telephone call

    • D. 

      Face-to-face conversation

  • 8. 
    The best way to implement the requirement that de-emphasis techniques be used in the negative information is to
    • A. 

      Start with points that are the most unfavorable to your receiver.

    • B. 

      Address the negative information in the middle of a paragraph.

    • C. 

      Give the negative information in explicit terms.

    • D. 

      Avoid the negative points.

  • 9. 
    Which of the following openings would be best for a letter in which you are refusing an adjustment?
    • A. 

      I am sorry that I cannot honor your claim ...

    • B. 

      Your claim cannot be honored at this time because ...

    • C. 

      This is to let you know that ...

    • D. 

      Your recent purchase of a ...

  • 10. 
    The unsolicited negative message is somewhat different than other negative messages because it is:
    • A. 

      In response to a message.

    • B. 

      Unexpected by the sender.

    • C. 

      Sender initiated.

    • D. 

      Dealing with ethics.

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